If you combine a strong service-oriented mindset with outstanding phone skills and the ability to deliver service excellence in a high volume call environment from your first customer to your last, the role of Customer Service Representative offers you some compelling opportunities. You will:

• Take advantage of training that is tailored to your experience and aptitude. We are committed to setting you up for success and to supporting your career goals.
• Be part of a new team and initiative as we reorganize operations into three Regional Service Centers, including the location in Cypress.
• Gain a 360° view of automotive financing, including exposure to customer service, sales, credit, and collections. With wide exposure, professional development opportunities and multiple paths of advancement, you can build a progressive, long-term career with American Honda Finance Corporation.
• Make an impact -- your voice will be heard and great ideas are welcomed.
• Enjoy a great Cypress location with a nice office environment with nearby restaurants and shops.  Quick question for you - click here

American Honda Finance Corporation (AHFC), and our consolidated subsidiaries (including Honda Financial Services℠ and Acura Financial Services℠) provide various forms of financing in the United States and Canada to purchasers, lessees and authorized independent dealers of Honda and Acura products. We finance Honda and Acura automobiles, parts and accessories, as well as Honda motorcycles, power equipment, and marine engines. AHFC is a wholly owned subsidiary of American Honda Motor Co., Inc., which is a wholly owned subsidiary of Honda Motor Co., Ltd., a global corporation that regularly ranks in the top 50 on Fortune's list of the World's Most Admired Companies.

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Customer Service Representative opportunity, you will have:

• A high school diploma or equivalent; a bachelor’s degree is preferred  Quick question for you - click here
• Customer service or collections experience is preferred, and contact center experience is a plus
• A strong customer service mindset Quick question for you - click here
• Demonstrated ability to work well within teams
• Excellent interpersonal skills with the ability to communicate clearly and concisely orally and in writing
• Strong keyboarding and multitasking skills; the ability to talk and type simultaneously
• The ability to analyze situations and develop creative solutions
• Solid organizational skills and attention to detail
• Proficiency with Microsoft Office programs and the ability to learn new systems
• Bilingual skills highly preferred  Quick question for you - click here

You will work standard business hours, Monday through Friday. We are an essential business and will expect you to work in the office. We're taking precautions to protect the health and safety of all associates working in the office. These include:

• Practicing social distancing to the greatest extent possible
• Requiring the use of face coverings and providing face masks for anyone at Honda’s facilities
• Requiring fever scans and not allowing anyone with a temperature of 100° F or above to enter a Honda facility 
• Mandatory screening questions for symptoms of COVID-19
• Providing access to facilities with soap and water or with hand sanitizer that contains at least 60% alcohol
• Restricting access to our facilities to only essential visitors
• Implementing a detailed contact tracing process for each confirmed case of the virus
• Following a cleaning and disinfection protocol based on CDC, state and local guidelines

Pictured: The all-new 2022 Acura MDX offers a radical new take on the premium performance SUV -- ambition accelerated.

AHFC’s Service Centers fuel the growth of the company by providing financing for Honda and Acura products. Each Service Center has four distinct functions to service our customers and dealers: sales, credit, collections, and customer service. You will join our Cypress-based Customer Service team. 

Reporting to the Customer Service Supervisor, you will be responsible for taking incoming calls from customers and placing outgoing calls as necessary for follow-up or to provide additional customer assistance. You will answer questions and resolve concerns on topics ranging from simple, such as missing statements, to complex, including dealing with the total loss of a vehicle. With every interaction, you will maintain a service-oriented mindset to meet your mission of creating a positive customer experience and AHFC's goal of providing service excellence. You will:
 
Invest about 65% of your time taking incoming calls from customers and placing outgoing calls, including:

• Answering customers’ questions and resolving their concerns (50+ calls per day)
  • Follow call pattern guidelines and achieve customer satisfaction measures
  • Provide accurate information regarding customers’ accounts
  • Clearly explain applicable processes or procedures related to the customers’ situation
  • Maintain an enthusiastic and positive attitude
  • Be a productive member of the department

Spend 25% of your time providing account research and information, including:

• Fulfilling customer service support requests (such as correspondence, titles, property tax abatements and thru bills, insurance, etc.)
• Meeting service level expectations 

The balance of your time will go to ensuring continued legal and operational compliance, which will involve: 

• Following federal and state laws regarding account servicing
  • Comply with established procedures and policies for account servicing
  • Protect consumer privacy, financial, and personal information

Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Professional Development
An important element of our success is our commitment to helping employees in professional and career growth. At AHFC, you are able to drive your career they way you want to go, and we hire with an eye to the future.

Career Options
In the new Service Centers (and Cypress is the first to make the transition), all of AHFC's key functions will be in one location. That means you can take your career in a number of directions without having the relocate. And there are tenured people on hand to support and mentor you.

Great Environment
Being a Honda associate means collaborating as a team, while never forgetting that true teamwork requires respect for the individual. We believe the smartest ideas should always triumph, no matter whose they are.

The Power of Dreams
At Honda, we are dedicated to being a company that society wants to exist. We believe in The Power of Dreams. As Founder Soichiro Honda said: "Action without philosophy is a lethal weapon; philosophy without action is worthless." This philosophy drives us to create intelligent products and solutions that enhance mobility and increase the joy in people’s lives.

Excellent Compensation
In addition to competitive compensation, we offer a comprehensive benefits package that includes a 401(k) match; medical, dental, and vision plans; and much more. In addition, you can take advantage of great prices with our associate lease plans.

Pictured: the 2021 Honda CRV is a Kelley Blue Book's KBB.com "Best Buy."

To find success as a customer service representative, you will use your interpersonal finesse, including tact and diplomacy, to build rapport and support diverse stakeholders and personalities. You must be very comfortable working on the phone all day, clearly communicating and maintaining a friendly and helpful persona as you:

• Answer a high volume of incoming calls
• Fulfill a high volume of customer requests
• Work to understand customers’ needs and provide them with clear and accurate information
• Understand and follow the procedures required to complete customers’ requests

In addition, to be an outstanding Customer Service Representative, you will:

• Take a proactive approach to getting up to speed quickly
• Demonstrate a strong work ethic, reliability and integrity
• Work independently and as a strong team member
• Bring a sense of ownership and a results orientation to your role; consistently meet and exceed goals
• Adopt the mindset that everyone you interact with, internally and externally, is a customer

Pictured: the Clarity Plug-In Hybrid offers the best of both worlds, letting you charge up and drive on electricity, and tap into a gas reserve when needed.