Job Description

The Customer Relations training lead will create, deliver and modify all aspects of training in the Customer Relations department. This includes new hires, new processes, products as well as ongoing skills training for associates. Skills will include soft skills such as customer de-escalation techniques and hard skills such as new software training. Associates that are new hires would have a “nesting” period where the training lead would have the full responsibility to bring the associate to a level of performance that would allow them to join their team as productive member.

RESPONSIBILITIES

• Develop training materials to support new associate onboarding, system updates and process changes as required
• New hire training - All new associates should go through a training and nesting period where the training lead is solely responsible for the associate’s development and performance.
• Ongoing training - To ensure associate development the training lead would be responsible for ongoing skills development as needed.
• Case Management - Trainer should be well versed in case handling with real experience and will be expected to support with Tier 2 and 3 queues when not engaged in training activities.
• All other duties as assigned by manager.

QUALIFICATIONS

• College diploma in related field – teaching certificate or equivalent preferred.
• Minimum 5 years of call centre experience with project lead experience.
• Bilingual (French/English) is an asset.
• Strong communication skills.
• Strong training skills and knowledge of learning styles and approaches.

• Develops and maintains good working relationships and all members of the entire Customer Relations team.
• Support other CH departments if necessary: Tech Line/ Warranty/ Dealer Care/QE/Legal.
• Collaborate with HFS: CQC Department.

HIRING PRACTICES

The salary range for this position is $72,921–$86,593 CAD annually. Individual salaries within this range are determined by a variety of job-related factors, including education, experience, knowledge, and skill set.

This position will require 1 day per week in the Markham office, with the remainder being Work from Home. Occasional exceptions might apply.

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.

Accommodation will take into account the applicant’s accessibility needs. If you require accommodation at any time during the recruitment process.