Love Encore Delivery Coordinator

Lithia & Driveway•Decatur, GA

About The Position

We are one of over 300+ Lithia Motors Dealerships nationwide representing over 48 manufacturers in 24 states! Being one of the largest dealership groups in America, there are many opportunities for you to pursue your short and long-term career goals. 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 graduate or equivalent, 18 years or older required.
We are a drug free workplace.
We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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
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 material