About the position
As a Customer Advocate at Subaru, you will play a crucial role in enhancing the customer experience by providing exceptional service and support to our retail customers, contacts, retailers, distributors, and regional personnel. This position is designed for individuals who are passionate about customer service and are committed to fostering brand loyalty through effective communication and problem-solving skills. You will be responsible for handling inbound phone calls in a non-scripted environment, where you will strive to meet or exceed performance and quality metrics while resolving vehicle problems and retailer issues that benefit both the customer and the company. In this role, you will be empowered to act as an advisor to consumers and retailers, addressing inquiries related to Subaru of America (SOA), its products, and its retailers. You will need to demonstrate empathy and a willingness to learn about our products, policies, and procedures, thriving in a fast-paced environment. Your ability to actively listen, flex your personality to connect with customers, and engage in positive phrasing will be essential in delivering on our Love Promise philosophy. The work schedule consists of a 37.5-hour work week, with flexible hours required to accommodate the Customer Advocacy Department's phone schedules. After six months, this hybrid role allows for remote work two days a week, specifically on Wednesdays and Fridays. You will also be expected to attend ongoing training sessions to maintain up-to-date knowledge of vehicles, parts, systems, accessories, warranty, policy, procedures, and legal requirements. Overall, this position is ideal for someone who is energized by helping others and is committed to providing a high level of service to our customers and retailers.
Responsibilities
- Handles incoming calls in a non-scripted environment.
- Strives to reach or exceed all performance and quality metrics.
- Decides and implements best course of action to resolve issues in a low effort manner including making informed goodwill decisions.
- Manages customer case load on an ongoing basis to ensure that follow up and case closure is handled in accordance with department standards.
- Acquires and maintains a high level of understanding of product, policies, and procedures.
- Displays skills of active listening, personality flexing, positive phrasing, and purposeful small talk.
- Consistently aims to be of service to customers, retailers, and team.
- Delivers on our Love Promise philosophy.
- Attends and completes ongoing department training, as well as individual skill development training as needed, to maintain up-to-date information and knowledge of vehicles, parts, systems, accessories, warranty, policy and procedures, and legal requirements.
- Provides suggestions for improvements in policy and procedures.
Requirements
- Excellent phone and negotiation skills and ability to multi-task.
- Keen attention to detail.
- Ability to clearly communicate complex information through the written or spoken word.
- Excellent conflict resolution, decision-making and critical thinking skills.
- Ability to follow detailed procedures and ensure accuracy.
- Ability to remain receptive to feedback and propensity to strive for excellence.
- Bilingual (English/Spanish) a plus.
- BA/BS with at least 2 years of relevant customer service work experience OR high school diploma with minimum of 6 years of relevant customer service work experience.
Nice-to-haves
- Bilingual (English/Spanish) is a plus.
Benefits
- Medical, Dental, Vision
- Pension, Profit Sharing, and 401K Match
- 15 Vacation days
- 9 Company Holidays
- 5 Floating Holidays
- 5 Sick days
- Tuition Reimbursement Program
- Vehicle Discount Programs
