Bilingual Customer Retention Representative

3 weeks ago

Markham, Canada Honda Canada Full time

**Job Description**:
***Please note this role is a fully remote, 12 month contract position**
- 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.
- Responsibilities:

- 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-today
- job function. Adherence of the following would include but not be limited to the following:

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

Qualifications:

- 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

Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant’s accessibility needs.-
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