What are the responsibilities and job description for the Customer Advocate I position at Subaru?
Job Description
ABOUT SUBARU
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
Our team is looking for call center professionals who are passionate about the customer experience and can deliver on our customer commitment. We empower and encourage you to be an Advocate for the customer and to look at situations from multiple perspectives. As a Customer Advocate, you will make connections with our customers to foster brand loyalty as you handle inbound phone calls.
To excel in this role, you should be naturally empathetic, a true problem solver, and an excellent communicator. You are energized by interacting with and helping people. You should embody a willingness to learn about product, policies, and procedures and thrive in a fast-paced environment.
Provides service and support to retail customers, contacts, retailers, distributors, and regional personnel. Works to resolve vehicle problems (warranty and non-warranty related) and retailer issues that benefit the customer and the company. Acts as advisor to consumer and retailer in resolving consumer inquiries regarding Subaru of America (SOA), its products, and retailers.
PRIMARY RESPONSIBILITIES
- Handles incoming calls in a non-scripted environment.
- Excellent phone and writing skills.
- Ability to type and enter data while on phone.
- Strives to reach or exceed all performance and quality metrics.
- Excellent conflict resolution, decision-making, and creative thinking skills.
- Ability to follow detailed procedures and ensure accuracy.
- 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 on-going 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.
ADDITIONAL RESPONSIBILITIES
REQUIRED SKILLS AND ABILITIES
WORK SCHEDULE
WORK ENVIRONMENT :
EDUCATION / EXPERIENCE
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 will be considered in lieu of degree.
BENEFITS PACKAGE includes :
JOB GRADE : P1_R
FLSA STATUS : Nonexempt
SALARY RANGE : The recruiting base salary range for this full-time position is $42,000 - $50,000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.
Salary : $42,000 - $50,000
