Customer Advocacy Case Coordinator

Subaru•Camden, NJ

1d•Hybrid

About The Position

Provides support to the Customer Advocacy team by coordinating case assignments in work queues. This role ensures that tasks submitted to the Customer Advocacy Department (CAD) queues are assigned to the proper resources. The position requires strong attention to detail to ensure that incoming documentation and communications, including emails, are filed correctly within the Customer Advocacy case management system. The role involves a 37.5-hour work week and is a hybrid position, with the possibility of remote work two days per week (after 6 months), specifically on Wednesdays and Fridays.

Requirements

Professional verbal and written communication skills.
Strong organizational skills with ability to prioritize and multi-task as needed within department or multiple departments.
Ability to maintain a flexible approach to assignments as shifting priorities occur.
Demonstrated and excellent detail orientation skills.
Ability to recognize quality trends based on case reviews and communicate finding to management for further investigation if needed.
Proficient in use of computer for daily work tasks, including intermediate skills in Microsoft Office tools such as Excel and Word and ability to navigate internet for needed information or research.
High School diploma with 2 to 4 years of relevant experience.

Nice To Haves

Associate's Degree preferred
Microsoft Dynamics (NorthStar Customer Relationship Management [CRM]) experience preferred.

Responsibilities

Reviews cases submitted to designated team within Customer Advocacy Department (CAD) to ensure that the case is properly addressed, which includes determining tier level of case and the proper assignment of the case within CAD.
Assigns cases to customer-facing Advocacy staff by using established case delegation process while reviewing the daily attendance log to ensure a balanced caseload.
Monitors and evaluates incoming documentation and communications (including emails) for missing or invalid information, reconciles information if possible, and attaches them to the correct case within Customer Advocacy case management system.
Gathers data to support Customer Advocacy cases and provides responses as appropriate, including answering questionnaires from outside authorities.
Provides administrative support skills to director(s) and manager(s) within CAD.
Creates and maintains Word, Excel, and/or PowerPoint documents.
Enters data as necessary.
Runs required reports.
For Case Coordinators supporting the Owner Solutions Team (OST): Completes annual and semi-annual reporting including, but not limited to, the New Jersey (NJ) Lemon Law report and South Carolina (SC) Lemon Law report.