Customer Service Operations Specialist
Apply NowCompany: Sony Honda Mobility of America
Location: Los Angeles, CA 90011
Description:
About the Job
Sony Honda Mobility of America Inc, based in Culver City, CA, is a subsidiary of Sony Honda Mobility Inc headquartered in Tokyo, Japan. As a 50/50 joint venture between Sony and Honda, SHM was established in Japan on September 28th, 2022, with over 200 employees in Tokyo. Sony Honda Mobility of America, situated in Culver City, California, was established in March 2023, where our dedicated team is working on introducing the electric vehicle, AFEELA, to the market. AFEELA embodies the essence of "FEEL," central to the mobility experience, fostering an interactive relationship where people "FEEL" mobility as an intelligent entity, and mobility reciprocates by "FEELing" people and society through sensing and network IT technologies. Our mission is to move people through innovative solutions inspired by diversity.
Position Summary
Sony Honda Mobility of America (SHMA) is seeking an experienced and customer-focused Customer Service Operations Specialist to join our team in Culver City, CA office (Sony Pictures Studio Lot) until our Southern California Delivery Center is completed in fall 2025. Once the Delivery Center is complete, this role will be based in Torrance, CA. In this role, you will be responsible for designing, building, and managing customer service operations related to general repairs, maintenance, and bodywork for AFEELA vehicles.
The ideal candidate will have a strong background in automotive service operations (preferably within the EV sector) and a customer-first mindset. You will play a key role in developing the customer journey, coordinating with service providers, and ensuring a seamless and efficient customer experience. This role requires exceptional communication skills, technical knowledge, and the ability to implement and improve customer service programs.
Job Responsibilities
Qualifications for Position
Required
Preferred
Additional Details
Benefits
The anticipated annual base salary for this position is $80,000-$100,000. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.
Sony Honda Mobility of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
Disability Accommodation for Applicants
Sony Honda Mobility of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at SHMA-Recruiting@sony-honda-mobility.com Please indicate the position you are applying for.
Sony Honda Mobility of America Inc, based in Culver City, CA, is a subsidiary of Sony Honda Mobility Inc headquartered in Tokyo, Japan. As a 50/50 joint venture between Sony and Honda, SHM was established in Japan on September 28th, 2022, with over 200 employees in Tokyo. Sony Honda Mobility of America, situated in Culver City, California, was established in March 2023, where our dedicated team is working on introducing the electric vehicle, AFEELA, to the market. AFEELA embodies the essence of "FEEL," central to the mobility experience, fostering an interactive relationship where people "FEEL" mobility as an intelligent entity, and mobility reciprocates by "FEELing" people and society through sensing and network IT technologies. Our mission is to move people through innovative solutions inspired by diversity.
Position Summary
Sony Honda Mobility of America (SHMA) is seeking an experienced and customer-focused Customer Service Operations Specialist to join our team in Culver City, CA office (Sony Pictures Studio Lot) until our Southern California Delivery Center is completed in fall 2025. Once the Delivery Center is complete, this role will be based in Torrance, CA. In this role, you will be responsible for designing, building, and managing customer service operations related to general repairs, maintenance, and bodywork for AFEELA vehicles.
The ideal candidate will have a strong background in automotive service operations (preferably within the EV sector) and a customer-first mindset. You will play a key role in developing the customer journey, coordinating with service providers, and ensuring a seamless and efficient customer experience. This role requires exceptional communication skills, technical knowledge, and the ability to implement and improve customer service programs.
Job Responsibilities
- Develop and implement customer service operational processes to support local markets and effectively manage third-party service providers.
- Plan and activate service operations including: periodic inspections, general and warranty repairs, and body and paint repairs.
- Coordinate with external service partners to schedule, manage, and operationalize repair and maintenance services.
- Monitor and update internal databases with customer service insights, technical issues, and resolutions.
- Develop joint escalation protocols with the customer service team to efficiently resolve customer issues.
- Identify customer needs and provide guidance on using specific product features and functionalities.
- Drive process improvements by analyzing customer feedback and operational performance.
- Support the development of training materials to enhance customer service consistency and efficiency.
- Ensure compliance with SHMA's service standards and customer satisfaction goals.
Qualifications for Position
Required
- Bachelor's degree in Business, Automotive Management, or a related field.
- 5+ years of experience in customer service operations (EV or automotive industry preferred).
- Strong verbal and written communication skills with the ability to engage and educate customers.
- Excellent interpersonal skills with a proven ability to manage customer relationships effectively.
- Organized and detail-oriented, with the ability to handle multiple tasks and deadlines.
- Knowledge of automotive equipment, repair processes, and service methods.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook) and related software.
Preferred
- Experience with EV servicing, high-voltage battery systems, and related technologies.
- Strong background in automotive technical support and repair coordination.
- Knowledge of body and paint repair processes in a high-volume service environment.
- Experience managing third-party service providers and vendor relationships.
Additional Details
- Work Arrangement: Primarily on-site at SHMA's Culver City office.
- Travel Requirements: Occasional travel may be required to coordinate with service providers and support customer operations.
- Visa Sponsorship: Not available for this position.
Benefits
- Comprehensive medical, dental, and vision benefits
- Flexible Working Policy
- Paid parental leave
- 401k Program
- "Take What You Need" time off policy, with a minimum of 15 days off per year, and holiday breaks
- Yearly bonuses (subject to eligibility)
- Company phone (subject to eligibility)
- Company swag
- A brand new laptop and monitor
- Special discounts on Sony products
- Learning and Development quarterly stipend
- More to come!
The anticipated annual base salary for this position is $80,000-$100,000. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.
Sony Honda Mobility of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
Disability Accommodation for Applicants
Sony Honda Mobility of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at SHMA-Recruiting@sony-honda-mobility.com Please indicate the position you are applying for.