Job Title : Love-Encore Delivery Specialist

Department : Sales

Reports to : Experience Manager

Pay Rate : $15 / hr plus competitive delivery bonuses when fully trained. A fully trained delivery specialist can make between $35,000 and $50,000, when factoring in Subaru bonuses for completing re-deliveries.

Company Overview : Doug Smith Subaru is a reputable automotive dealership committed to providing an exciting workplace culture and delivering exceptional customer experiences.

By adhering to Subaru's H.E.A.R.T. Pillars (Honesty, Empathy, Appreciation, Respect, and Trust), we aim to exceed customer expectations and build long-lasting relationships within our store and the community.

Position Overview : The Love-Encore Delivery Specialist has an incredible role at our store! They ensure that new Subaru owners and their Retailer colleagues gain a thorough understanding and deep appreciation of all Subaru features and technologies.

They coordinate follow-up, scheduling, and execution of Love-Encore redeliveries between 14 and 60 days after initial delivery while providing an extraordinary customer experience incorporating the HEART Pillars and The Subaru Love Promise.

The Subaru Star Delivery Specialist is vital to improving customer retention and differentiating our store in the marketplace!

Qualifications : 1. Education :

1. Education :

High school diploma or equivalent; some college or relevant certification preferred.

2. Customer Service Skills :

• Strong interpersonal and communication skills to provide an exceptional customer experience.
• Ability to build rapport and maintain relationships with customers and colleagues.

3. Organizational Skills :

• Proven ability to manage schedules, calendars, and follow-up activities effectively.
• Attention to detail in coordinating Love-Encore redelivery appointments and administrative tasks.

4. Training and Technology :

• Completion of Subaru Foundations Certification.
• Willingness to participate in ongoing product education, including attending offsite meetings as requested by Subaru.
• Gain expertise and understanding of Subaru vehicles, features, and technologies.
• Proficiency in utilizing resources such as the Dynamic Delivery Checklist, Getting Started Guides, Owner’s Manual, and Subarunet.
• Familiarity with automotive telematics systems, particularly Subaru's STARLINK, to assist with activation and enrollment.
• Competency in using digital tools for communication, scheduling, and tracking customer interactions.

5. Team Collaboration :

• Ability to work collaboratively with sales, service, and other departments to ensure seamless customer experiences.
• Willingness to educate and support colleagues on Subaru products and services.

6. Brand Advocacy :

• Dedication to promoting the Subaru Love Promise and brand values.
• Creativity in promoting and branding the Love-Encore program through various channels, including social media and retailer websites.

7. Problem-Solving Skills :

• Ability to address customer inquiries and concerns effectively, even in high-pressure situations.
• Resourcefulness in finding solutions and providing assistance across different departments.

8. Sales Support :

• Willingness to assist sales consultants with product knowledge and initial deliveries during peak times.

9. Continuous Improvement :

• Dedication to monitoring and improving the Love-Encore program through tracking survey results and customer feedback.
• A proactive approach to maintaining current customer-facing materials and assisting in program enhancements as needed.

Work Environment & Physical Demands

• Capable of being on foot and engaging with people for long periods.
• Can get in and out of cars unaided.
• Ready to assist customers outside with their vehicles in various weather conditions, heat, snow, rain, etc.

Primary Responsibilities :

• Function as the subject matter expert at the Retailer. This is accomplished by maintaining Subaru Foundations Certification and participating in continuing product education (including attending offsite meetings as requested by Subaru).
• Improve initial satisfaction by providing a deeper understanding of the owner’s new Subaru, utilizing resources such as the Dynamic Delivery Checklist, Getting Started Guides, Owner’s Manual, and Subarunet.
• Ensure new owner familiarity with Retailer’s Service & Parts Department.
• Conduct follow-up (text, e-mail, phone per customer preference) to ensure the majority of new Subaru owners return to the Retailer for a Love-Encore redelivery.
• Maintain a redelivery calendar / schedule.
• Oversee program incentives and administrative duties ($25 customer incentive, delivery receipt, etc.)
• Educate the sales team to ensure that upon a new vehicle sale, owners receive; a Love-Encore redelivery appointment, Journal & Pen set, Love-Encore brochure (paper or electronic), and are introduced to the Delivery Specialist if available.
• Be a resourceful Subaru STAR to all departments at the Retailer!

ex. providing product training to customer-facing colleagues in service and sales. Addressing product questions on the service drive that may not require a technician).

• Assist sales consultants with product questions or, as needed, with their initial deliveries during busy times at their Retailer.
• Track Love-Encore survey results; monitor for continued customer experience improvement.

Secondary Responsibilities :

• Review STARLINK enrollment status to ensure that the new owner’s Telematics System has been activated.
• Assist in maintaining the customer’s relationship with your Retailer. Remain an after-sale asset to new owners as product questions arise.
• Manage the promotion and branding of the Love-Encore program at their store (e.g., presence on the Retailer’s website, producing video / photo vehicle feature content to assist new owners, and providing content for social media channels).
• As requested, assist with scheduling the new owner’s first service appointment.
• Assist Retailer in maintaining current customer-facing point-of-purchase materials

Benefits :

• Competitive performance bonuses.
• Part-time schedule.
• 401(k) retirement savings plan with company match.
• Degrees@Work with Strayer University.
• Free online education, no cost, no debt college degree for you and your family.
• Includes tuition, books, and technology fees.
• Employee discounts on vehicle purchases and services.

Join our team at Doug Smith Subaru and become a key player in providing our customers with a seamless and enjoyable car-buying experience!

How to Apply : Interested candidates are encouraged to submit their resume and cover letter. We thank all applicants for their interest;

however, only those selected for an interview willbe contacted. Doug Smith Subaru is anequal opportunityemployer committed to diversity and inclusion in the workplace.

We encourage applications from all qualified individuals, including those with diverse backgrounds and disabilities.

Last updated : 2024-06-01