Bilingual Customer Retention Representative

2 weeks ago

Markham, Canada Honda Canada Full time

Job Description:
Reporting to the Supervisor, Customer Retention Centre, the Customer Retention Representative (CRR) will assist customers and dealers to ensure HFS contracts are brought to a satisfactory conclusion. The CRR will encourage repeat business to increase Lifetime Owner Loyalty and to support CH Sales initiatives through marketing and sales promotions.

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RESPONSIBILITIES: *

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Manage inbound and outbound call volumes for Honda and Acura Customers by responding to their current financial inquiries and anticipating their future needs. Advise customer of (lease/retail) options while promoting and marketing new programs and offers to secure and retain customers to the brand. Act as a trusted advisor to customer with their End of Term decision
- Assist Honda/Acura dealers with retention efforts by providing necessary information on extensions, payouts, and the processing of loyalty waivers and reversals and actively generate sales leads
- Initiate ownership and accountability for problematic “out of the box” account issues and collaborate to ensure team success by working within the Customer Care Group ecosystem to drive account resolution and client satisfaction to ensure LOL
- Improve business processes as required by providing recommendations to enhance productivity, ensure legislative compliance and achieve improved client satisfaction results
- Initiate customer retention management through retail outbound campaigns
- Performance Parameters: (Including related controls of financial significance) include CSAT scores, Sales conversion rate, Customer retention rate, Client Verbatims, Departmental Operating Reports, Maintain CASS/Salesforce notes, Effective account resolution, TQM methodology (PDCA), and Assure Compliance
- Payout transfers and upselling for Honda customers redirected from Customer Service. (Projected Ideal State)
- Comply with Sarbanes-Oxley Act (SOX) as it pertains to HFS internal controls within your day-to-day job function. Adherence of the following would include but not be limited to the following:

- Code of Business Ethics/Conduct
- Business and operational policies and procedures

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POSITION PROFILE AND QUALIFICATIONS: *

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Completed post-secondary education required
- Minimum 1 -3 years of relevant, progressive business experience with a proven track record of delivering results
- A minimum of 1 year working within a Customer Care Group required
- Ability to work in partnership with the organization to drive strategic business goals
- A minimum of 1 year of previous work experience in the automotive industry a definite asset, Dealership Experience a definite asset
- Fluently bi-lingual in French and English required
- Above average analytical, decision making and negotiation skills, and the ability to deal effectively and professionally in a rapidly changing and fast paced environment
- Solid working knowledge of MS Word, Excel and Powerpoint required
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution and people management skills
- Ability to follow through and complete overlapping projects and initiatives with a positive impact on results and objectives
- Proven ability to manage business objectives while providing an elevated and unique level of client experience
- Demonstrate above average interpersonal, communication and listening skills with an aptitude for rapport building and influence
- Detail-oriented and self-motivated to take the initiative to drive account resolution
- Develops and maintains good working relationships with all members of the team
- Develops and maintains good working relationships within Honda North America as well as all other internal and external stakeholders
- Develop, establish and maintain good working relationship with Honda North America suppliers, partners, consultants, stakeholders and other network contacts
- Enjoys team-building approach of management and department - shares results

LI-Remote

**Job Type**: Contract

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