Internal Customer Service Performance Consultant - Honda & Acura

Honda Canada - Markham, ON (30+ days ago)

Apply Now

Job Description:
POSITION TITLE: Internal - Customer Service Performance Consultant (Honda & Acura)

REPORTS TO: Zone Manager, Customer Service

SCOPE OF POSITION:
The role of the i-CSPC is to support both Honda & Acura dealers. This role is considered the foundation of the zone operations and the stepping-stone for succeeding to be a Field Staff associate. Although this role is primarily delivered remotely from the National office, travel is required to Zone office monthly and to visit dealers on a quarterly basis.

The i-CSPC’s support the CSPC, Sr. CSPC & Zone Managers with reporting & analytics focused on customer retention, customer experience, technologies and dealer / CH profitability.

i-CSPC’s are responsible for taking lead with remote dealers (Grp 1-2) based on assigned territories and focus on building strong business relationships with CH business partners while demonstrating value by identifying parts & service business opportunities. Gaining dealer principal & general manager buy-in is a critical element of this role.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES

Report & Analytics

Support Field staff with reporting
Align zone analytics with national dashboards

Customer Retention:
Increase Active Customer Count
Maximize $ / Customer Pay Repair Order (CPRO) with Multipoint Inspection form (MPI)
Increase number of visits / year
Marketing / Journey’s & Zone activity

Customer Experience:
Customer Experience Index (CXI) / monitor KPI’s & develop plan
Customer Experience (CX) Plan / Support National (Brand)
CX Audit / Complete Audit (2 / year)
Initial Quality Survey (IQS) / Quality Delivery Checklist (QDC) usage = 100%
Training Completion (Parts & Service)

Technologies:
Online appointment (Xtime)
Texting
Electronic Pre-Delivery Inspection (ePDI) / electronic Multipoint Inspection (eMPI) / eWalkaround

Profitability:
Identify activities geared on driving long-term sustainable profitability for dealers & CH
Achieve absorption targets focused on “Expense Coverage Non New”
Increase Multipoint Inspection (MPI) usage and achieve zone controllable parts sales
Monitor dealer parts loyalty and identify focus dealers
Create & support dealer marketing plans to drive Parts & Accessory sales

PDCA:
Complete monthly / quarterly PDCA

Self-Development Training

POSITION PROFILE AND QUALIFICATIONS

University/College degree/diploma in Business or an automotive related discipline
3-5 years automotive retail dealership management experience an asset
Bilingual French/English required
Previous territory management an asset
Automotive / Fixed Operations experience
Strong reporting / analysis skills
Familiar with Microsoft Programs (PowerPoint, Excel, Word), Outlook
Well-developed communication, interpersonal, analytical, administrative, and problem solving skills, self-motivation required

Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation 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.