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Quick Question:

Do you live within a commutable distance to Cypress CA?
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Quick Question:

Do you have a Bachelor's degree?
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Quick Question:

Do you have experience in a contact center, call center, automotive or finance experience?
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Are you bilingual?
Please note that this position is no longer available.
If you would like to be considered for similar opportunities now or in the future, feel free to apply and/or set up a notifier for yourself.
Customer Service Supervisor
CA - Cypress


Opportunity Snapshot
Top reasons to consider aligning your career with American Honda Finance Corporation.
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Coach and Mentor a Customer Service Team to Deliver Outstanding Customer Service at One of the World's Most Admired Companies

If you combine demonstrated success in a Customer Service and/or Collections role with outstanding leadership and coaching skills and the ability to help drive excellence in a high-volume call environment, the role of Customer Service Supervisor with American Honda Finance Corporations offers you some compelling opportunities. You will:
  • Play a key role as part of a new team and initiative. We are reorganizing operations into three Regional Service Centers, including in Cypress. This is a prime opportunity to get in on the ground floor  Quick question for you - click here
  • Join a large team and department including 50+ CSRs, 3-4 peer Customer Service Supervisors, and management staff who can share knowledge and insights
  • Unlike many call centers, we have multiple operations under one roof. You will 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 leadership career with American Honda Finance Corporation
  • Make an impact on your team and our operations. We are transforming and welcome strong ideas and opportunities for improvement from every level of the organization
  • Enjoy a great Cypress location with a nice office environment and nearby restaurants and shops
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.
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Make Your Mark in an Important New Supervisory Role as We Build a Regional Office in Cypress

The Requirements
Find out what it takes to thrive in this role.
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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 Supervisor opportunity, you will have:
  • A bachelor’s degree (highly preferred) or equivalent work experience in the finance industry required  Quick question for you - click here
  • 3+ years of customer service or collections experience required  
  • Credit experience preferred, ideally in the auto industry  Quick question for you - click here
  • Prior supervisory experience preferred
  • Excellent interpersonal, leadership, coaching and influencing skills
  • The ability to communicate clearly and concisely orally and in writing
  • Ability to review a situation and make timely decisions even with limited information
  • Proficiency and experience with Microsoft Office programs and customer servicing system software 
  • A strong service orientation
  • Flexibility and adaptability to manage and embrace change
  • Solid organization and planning skills
  • Strong attention to detail
  • English / Spanish bilingual skills are a plus  Quick question for you - click here
Currently, this position works an 8 AM to 5 PM, Monday through Friday schedule. The hours could change in the future if the department extends service hours, or with advancement opportunities.

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.
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The Role
If you meet the minimum qualifications, feel free to apply at any time. If you'd like some additional details about the role, please read below.
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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 Manager, you will be responsible for providing supervision and leadership to a team of approximately 15, including Team Leads and Customer Service Associates, whose members respond to requests from customers. You will play a critical role in ensuring the smooth operation of the Customer Service department, and in creating an environment where the team can provide the highest level of service, exceeding our customers’ expectations.

This is a high-volume call center requiring CSRs to be on the phone throughout the day. We average 23K calls per month supporting an average portfolio size of $7.5B. You will listen to calls to ensure quality, provide one-on-one and team coaching, and work to ensure your team has the tools and training necessary to consistently meet customer service satisfaction benchmarks.
 
Approximately 50% of your time will be spent advancing the strengths of the Customer Service team by driving associate development and engagement. You will:
  • Ensure alignment of associate performance targets to the regional goals
  • Provide performance management and coaching for associates
  • Enable the team’s ability to provide best-in-class customer service by providing ongoing training
  • Conduct call monitoring and coaching sessions with associates
  • Provide developmental opportunities for associates
  • Ensure associate related concerns are addressed in a timely manner
You'll spend 25% of your time enhancing the quality of the customer experience by:
  • Assessing and making decisions on escalated account actions recommended by representatives
  • Assessing recommendations for actions to be taken on customer service requests
  • Providing feedback and solutions for escalated and/or complex customer situations
  • Identifying process improvements to create efficiency and consistency
15% of your time will be spent managing resources for the team to ensure optimal coverage and productivity levels. You will:
  • Interview and select new hires from a candidate pool
  • Assess and recommend associates for promotional or developmental opportunities
  • Monitor staff scheduling to ensure optimal coverage of incoming call volume
  • Focus on continuous improvement and execute strategies for meeting productivity targets
The balance of your time will go to ensuring continued legal and operational compliance, which will involve: 
  • Completing weekly department self-audits
  • Discussing and implementing countermeasure as necessary to ensure continued compliance with operating procedures and applicable laws 
Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
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Why Join Us
More great reasons to build a career home with us.
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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 the way you want to go, and we hire with an eye to the future.

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."
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Road to Success
Explore the characteristics that will enable you to stand out.
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To find success in this role you will create a team-oriented environment where representatives support one another and work toward common goals. You'll bring a coaching and mentoring mindset to your work daily and remain organized so you can balance multiple and changing priorities. Strong communication will be central to your success with your team and with leadership. For example, you'll need outstanding communication skills as you:
  • Serve as an intermediary between management and staff
  • Provide information in a timely manner to keep the team up to date
  • Deliver timely, constructive feedback on performance and progress and create annual development plans
  • Organize thoughts and data for the team in order to communicate consistent messages up and down the organization
In addition, to be an outstanding Customer Service Supervisor, you will:
  • Take a proactive approach to getting up to speed quickly
  • Help create a culture of inclusion and diversity
  • Model a strong work ethic, reliability and integrity
  • Work independently, taking ownership or your responsibilities and team, while also serving a strong team member
  • As you coach and mentor other, you will remain open-minded and coachable yourself
  • Bring a sense of ownership and a results orientation to your role; ensure the team consistently meets and exceeds 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.
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American Honda Finance Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability.