Supervisor Customer Service

Honda North America
$72,200.00 - $108,300.00
United States, California, Cypress
Mar 04, 2025
Legal Entity: American Honda Finance Corp. Business Unit: American Honda Finance Corp Division:Financial Services Division Work Location: American Honda Finance Corp - Cypress, CA Office Career Level:4 Salary Range:$72,200.00-$108,300.00 Job Purpose Honda has a clear vision for the future in 2030, and it's a joyful one. We are looking for people with the individual skills, courage, persistence, and dreams that will help us reach our future-focused goals. We are seeking diversity of thought and experience to drive innovation and help us make fully informed decisions.AHFC's central offices fuel the growth of the company by providing financing for Honda and Acura products. The office has four distinct functions to service our customers and dealers: sales, credit, collections, and customer service. EX2 -Supervisor Customer Service -Cypress, CA As the Customer Service Supervisor, you provide supervision and leadership to a team of Customer Service associates who respond to requests from customers. You play a critical role in ensuring the smooth operation of the Customer Service department, creating an environment where the team can provide the highest level of service, exceeding the customers' expectations. Key Accountabilities Responsibilities included but not limited to Supervising the Customer Service Department Improving customer satisfaction by selecting, training, and coaching associates for the customer service function. Perform quality monitoring and coach associates to promote usage of established call patterns. Complete root cause analysis using key tools to understand causes of customer dissatisfaction and implement corrective plans. Ensure compliance to Policies and Procedures and other regulatory requirements. Provide ongoing coaching to further develop associates. Adheres to appropriate Compliance policies and procedures Qualifications, Experience, and Skills We are looking for qualified people with diverse backgrounds and experiences, open minds, and a disciplined work ethic. To bring the future to Honda as a Supervisor of Customer Service, you must have the following qualifications. * BA/BS degree required, experience within the consumer finance field preferred. * 3-5 years in Customer Service or Customer Account and strong leadership skills required * Prior supervisory experience preferred * Call Center experience strongly preferred * Able to review the situation and make timely decisions even when information is incomplete. * Proficient in MS Office (Word, Excel, PowerPoint) * Solid organization and planning skills * Must have excellent written and oral communication skills. * Must be able to organize and motivate employees to achieve common goals. * Bilingual skills in English and Spanish are a plus Job Dimensions Oversee the handling of a high volume of incoming calls (average 23K/month) Oversee fulfilment of a high volume of customer requests supporting an average outstanding portfolio size of $7.5B Working Conditions The position works in an office environment with open cubicle seating May work remotely as business needs dictate Occasional local or overnight travel may be required Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.