Encore Delivery Specialist

Cavender Auto Family•Midland, TX

15h

About The Position

The Cavender Auto Family has experienced remarkable growth over the last 5 years with 18+ dealerships across San Antonio, Austin, Lubbock, Midland, Oklahoma City and Columbus and Weimer Texas with 2,300 employees! Here at Cavender Auto Family we believe in "Making Confidence Happen" (MCH) by acting with integrity, showing our customers, we care, taking ownership of our actions, bringing a positive energy to our store and our customers, and being the subject matter experts to all our customers. This is the motto that embodies our entire culture here at the Cavender Auto Family, and what has helped us grow into the amazing company we are today! Cavender Subaru of Midland Odessa in Midland, Texas, a Cavender Auto Family Dealership, is currently looking for a talented Encore Delivery Specialist to join our growing family and help "Make Confidence Happen". The Subaru Star Delivery Specialist is responsible for ensuring 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 – 60 days after initial delivery while providing an extraordinary customer experience that incorporates the HEART Pillars, and The Subaru Love Promise. The Subaru Star Delivery Specialist is a vital role, which improves customer retention and differentiates your store in the marketplace!

Requirements

High School Diploma/GED is required
Successfully complete MVR, background check, and pre-employment drug test.
Valid driver's license

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 off-site 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, 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
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 promotion and branding of the Love-Encore program at their store (ex. presence on Retailer’ Web site, producing video/photo vehicle feature content to assist new owners, 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