Job Description

**Please note this is a 12-Month Contract**

**Please note this is a remote (work from home) position.**

The Mediation Specialist is responsible for responding to customer inquiries, feedback and escalations that were received through the Inbound Customer Care representative team (Sykes). They are responsible for top tier customer service and providing Honda Canada’s position to complaints. Associates are also responsible for independent handling of financial assistance-based requests to retain customers. They must engage in conflict resolution with our customers and dealers. Associates are responsible for gathering key pieces of information and presenting to management in various business groups to gain consensus and direction.

RESPONSIBILITIES:

• Review customer cases escalated from Tier 1, DCG as well as internal and external stakeholders through the Salesforce case management system. They must coordinate with internal stakeholders to find consensus on position for potential brand damaging situations;

• Handle incoming and outgoing calls;

• Review case handling and direction with Mediation management or other stakeholders within the organization; must coordinate and lead meetings with various stakeholders to gain consensus;

• The Customer Mediation Specialist must seek clarification and discuss customer concerns while providing a high level of professionalism, tact, and diplomacy.

• Other duties as assigned by supervisor.

QUALIFICATIONS:

• College degree preferred;

• 3 + years of contact center or customer service experience;

• Bilingualism in French and English preferred;

• Ability to work in a fast-paced environment;

• Ability to multitask and pivot tasks based on business needs;

• Strong customers service;

• Professional communication skills;

• Ability to de escalate customer contentions;

• Crucial conversations training/experience is an asset.

As this position aims to support clients and dealers nationwide, we will need bilingual candidates.

HIRING PRACTICES

The pay range for this position is $30 - $36 hourly. Individual salaries within this range are determined by a variety of job-related factors, including education, experience, knowledge, and skill set.

This is a work-from-home position that requires employees to work-from-home five days per week (with a hoteling workspace when attending the assigned company office on occasion).

This posting is for an existing vacancy that Honda Canada Inc. is actively seeking to fill.

Honda Canada Inc. does not use artificial intelligence (AI) in its recruitment or candidate selection processes.

Honda Canada Inc. is committed to providing accommodations during the recruitment process for applicants with disabilities, upon request. Accommodations will take into account the applicant’s accessibility needs. If you require accommodation at any time during the recruitment process, please email Human Resources at accessibility@honda.ca or call (905) 888-4331.