POSITION TITLE: Customer Relations Support Specialist
REPORTS TO: Supervisor Digital and Technical Client Relations
Supervisor Mediation
SCOPE OF POSITION:
The Customer Relations Support Specialist is responsible for responding to customer inquiries, feedback and escalations that were received through email to our CRM (Salesforce). They are responsible for top tier customer service and providing Honda Canada’s position to questions and approval reimbursements when qualified. They must engage in conflict resolution with our customers and dealers. Associates are responsible for gathering key pieces of information and presenting to management in various business groups to gain consensus and direction.
Please note this is a remote (work from home) position.
PRINCIPAL FUNCTIONAL RESPONSIBILITIES:
Review customer cases sent via email to our CRM (Salesforce).
Approve reimbursements in accordance with Honda Canada policy and provide responses to customer inquires as it relates campaigns on effective vehicles.
Review case handling and direction with Mediation management or other stakeholders within the organization
The Customer Mediation Specialist must seek clarification and discuss customer concerns while providing a high level of professionalism, tact, and diplomacy.
POSITION PROFILE AND QUALIFICATIONS:
College degree preferred;
3 + years of contact center or customer service experience;
Bilingualism in French and English;
Ability to work in a fast-paced environment;
Ability to multitask and pivot tasks based on business needs;
Strong customers service;
Professional communication skills; with an emphasize on written communication.
Ability to de escalate customer contentions;
Crucial conversations training/experience is an asset.
ENVIRONMENTAL FACTORS:
Working Conditions
Normal
Physical Effort
Normal
Mental Stress
Normal