Customer Advocate I

Subaru•Camden, NJ

2d•Hybrid

About The Position

Our team is looking for communication 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. An ideal candidate is empathetic, a true problem solver, and an excellent communicator. You are energized by interacting with and helping people, and you embody a willingness to learn about product, policies, and procedures while thriving in a fast-paced environment. The successful candidates in this role service and support retail customers, contacts, retailers, distributors, and regional personnel. The candidates will resolve vehicle concerns (warranty and non-warranty related) and retailer concerns that benefit the customer and the company. They act as advisors to consumers and retailers by resolving inquiries regarding Subaru of America (SOA), its products, and retailers.

Requirements

Excellent customer service skills with a passion for demonstrating a high level of service
Excellent phone and negotiation skills with an ability to multi-task
Keen attention to detail
Ability to clearly communicate complex information through writing or verbally
Excellent conflict resolution, decision-making and critical thinking
Ability to follow detailed procedures and ensure accuracy
Ability to remain receptive to feedback and propensity to strive for excellence
Bachelor’s degree required OR high school diploma plus six years of relevant customer service-related work experience in lieu of degree required.

Nice To Haves

Bilingual (English/Spanish) is an asset

Responsibilities

Respond 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.
Make outbound calls to customers to set follow-up expectations
Authorized to decide and implement best course of action to resolve the customer’s concern
Manage customer caseload on an ongoing basis to ensure that follow-up and case closure is handled in accordance with department standards
Make 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
Work with additional parties, including Subaru retailers, distributors, and regional personnel, as needed, when researching and resolving customer cases
Attend and complete department training, as well as individual skill development training to maintain up-to-date information and knowledge of vehicles, parts, systems, accessories, warranty, policy and procedures, and legal requirements
Provide suggestions for improvements in policy and procedures