Customer Advocate I at Subaru of America, Inc. in Camden, New Jersey

Job Description:

COMPANY BACKGROUND

Love. It's what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That's what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

Summary

Provides exceptional service and support in a call center environment to Subaru customers and resolves vehicle problems (warranty and non-warranty related) and retailer issues that benefit both the customer and the company. Acts as advisor to the customer in resolving inquiries regarding Subaru of America (SOA), its products, and retailers. Works with additional parties, including Subaru retailers, distributors, and regional personnel, as needed, when researching and resolving customer cases. Utilizes excellent interpersonal, problem solving, and communication skills and looks at situations from multiple perspectives while finding solutions for our customers and fostering brand loyalty. Maintains knowledge of Subaru products, policies, and procedures in a fast-paced environment.

Primary Responsibilities

• Responds to customer contacts (including calls, emails, letters, and survey comments) regarding Subaru products, warranties, Subaru Added Security (SAS), and retailer-related issues in a non-scripted environment. Makes outbound calls to customers to set follow-up expectations.
• Authorized to decide and implement best course of action to resolve the customer's issue.
• Manages customer caseload on an on-going basis to ensure that follow up and case closure is handled in accordance with department standards.
• Makes effective and appropriate financial decisions related to customer goodwill and Policy Adjustment Request (PAR) on a case-by-case basis to enhance customer loyalty and perception of the Subaru experience without manager approval of up to $1,000 per case.
• Works with additional parties, including Subaru retailers, distributors, and regional personnel, as needed, when researching and resolving customer cases.

Additional Responsibilities

• Attends and completes mandatory 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.

Required Skills and Personal Qualifications

• Excellent phone and writing skills.
• Ability to type and enter data while on phone.
• Ability to demonstrate a high level of service to others.
• Ability to work independently to resolve complex customer issues.
• Ability to clearly communicate complex information through the written or spoken word.
• Excellent negotiation skills and ability to multi-task.
• Excellent conflict resolution, decision-making, and creative thinking skills.
• Ability to follow detailed procedures and ensure accuracy.
• Ability to organize and maintain case records.
• Ability to work well in a team environment.

EDUCATION/EXPERIENCE REQUIREMENTS: 4-Year College Degree (BA, BS) and 2-4 years' experience; or High school degree plus at least six (6) years of relevant customer service-related work experience will be considered in lieu of degree.

WORK ENVIRONMENT:

• Prolonged sitting at desk and working on computer.
• Frequent use of headset
• Hybrid work schedule- 2 days remote after 180 days onboarding

COMPENSATION: The recruiting base salary range for this full-time position is $40,000 - $50,000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (Internal Job Grade: P1_R) In addition to competitive salary, Subaru offers an amazing benefits package that includes:

• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days.
• Tuition Reimbursement Program
• Vehicle Discount Programs
• See our Careers landing page for additional information about our compensation and benefit programs.