Customer Service Administrator II (100229)

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Legal Entity: American Honda Motor Co., Inc.
Business Unit: BU Parts Service & Technical
Department: DEP Customer Relations

Division: DIV PST Planning and Customer Relations
Work Location: North American Hub West - Chino, CA Office
Shift: 1st
Workstyle: 100% Onsite
Career Level: 2
Job Grade: Non-Exempt-5 (NE5)
Salary Range: $59,200.00 - $88,700.00

Job Purpose

AHM’s Contact Center actively supports Honda’s mission of Lifetime Owner Loyalty by providing best-in-class customer assistance in a variety of modalities (phone, email, text, social media, Artificial Intelligence, etc.).

The Customer Service Representative II is responsible for non-pre-litigation case management. The role receives and documents customer concerns, gathers required information, provides routine responses using established procedures and approved guidance, and keeps customers informed of case status. The role accurately captures the Voice of the Customer and ensures TREAD coding is complete and compliant with requirements.

Key Accountabilities

Receive, review, document, and perform research on campaign-related customer cases using established procedures; resolve routine matters within defined guidelines
Communicate with customers, dealerships, and internal partners regarding routine case status, required information, and next steps; refer customer-requested escalations to the appropriate resource
Provide customers with approved information and Honda’s established position based on documented facts, available records, and guidance
Apply approved customer-service negotiation and case evaluation for resolution options within established business processes to address routine concerns and support customer satisfaction and lifetime owner loyalty

Qualifications, Experience, and Skills

High School diploma or trade school certificate in Automotive Technology highly preferred. Equivalent work experience will be considered
Minimum of 2-4 years in a customer-focused/Contact Center environment or automotive industry preferred
Ability to follow established procedures, identify and document relevant facts, resolve routine issues within defined guidelines, manage time and multiple cases, communicate clearly, and recognize when a matter requires escalation
Automotive related systems knowledge (warranty, product, field and dealer operations
Excellent communication (verbal and written) skills
Automotive technical/mechanical aptitude is a plus

What differentiates Honda and make us an employer of choice?

Total Rewards:

Competitive Base Salary (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.)
Paid Overtime
Regional Bonus (when applicable)
Industry-leading Benefit Plans (Medical, Dental, Vision, Rx)
Paid time off, including vacation, holidays, shutdown
Company Paid Short-Term and Long-Term Disability
401K Plan with company match + additional contribution
Relocation assistance (if eligible)

Career Growth:

Advancement Opportunities
Career Mobility
Education Reimbursement for Continued Learning
Training and Development Programs

Additional Offerings:

Tuition Assistance & Student Loan Repayment
Lifestyle Account
Childcare Reimbursement Account
Elder Care Support
Wellbeing Program
Community Service and Engagement Programs
Product Programs

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

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5 Questions You Should Ask During the Interview

Here are 5 questions we think you could ask during your interview. Use them as a guide to help you write your own questions.

Remember: Always have at least 5 questions prepared for the interview. If you do not, you run the risk of looking unprepared.

What does success look like in this role, and how is it measured?

Why ask this? You want to ensure you have a clear understanding of expectations before accepting the role. Knowing how success is measured helps you hit the ground running and avoid surprises about performance evaluations. It also signals to the employer that you're results-driven.

Can you describe the team dynamic and the company culture?

Why ask this? Skills and experience matter, but if the work environment isn’t a good fit, you won’t be happy or productive. This question helps you gauge whether the company values collaboration, how teams interact, and whether the culture aligns with your work style and values.

What are the biggest challenges facing the person in this role right now?

Why ask this? Every job has challenges, and it’s better to know them upfront. This helps you assess whether the role is a good fit for your strengths and whether the company is realistic about its expectations. If they hesitate to answer, it could be a red flag.

How does the company support work-life balance and employee well-being??

Why ask this? Burnout is real, and some companies expect employees to sacrifice personal time for the job. By asking this, you’ll get a sense of how they value work-life balance, flexibility, and well-being—things that are crucial for job satisfaction and long-term success.

These questions help you make an informed decision while also showing your professionalism and strategic thinking!

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