Customer Advocate I (DBC)

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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

• Attends and completes ongoing department training, as well as individual skill development training as needed, to maintain up-to-date information and knowledge of vehicles, parts, systems, accessories, warranty, policy and procedures, and legal requirements.
Provides suggestions for improvements in policy and procedures.

REQUIRED SKILLS AND ABILITIES

• Excellent phone and negotiation skills and ability to multi-task.
• Keen attention to detail.
• Ability to clearly communicate complex information through the written or spoken word.
• Excellent conflict resolution, decision-making and critical thinking skills.
• Ability to follow detailed procedures and ensure accuracy.
• Ability to remain receptive to feedback and propensity to strive for excellence.
Bilingual (English/Spanish) a plus.

WORK SCHEDULE

• 37.5-hour work week
• 10:00 am-6:30 pm CT (Monday through Thursday); 7:30 am-4:00 pm CT (Friday)
• 7 weeks onsite paid training
• Must be available to work flexible hours in accordance with the Customer Advocacy Department phone schedules
Contact Center is opened Mondays through Thursdays from 7:00 am to 6:30 pm CT and Fridays from 7:30 am to 4:00 pm CT

WORK ENVIRONMENT

• Prolonged sitting at desk and working on computer
• Frequent use of headset
Hybrid work schedule - 2 days remote (Wednesdays and Fridays) [after 180 days onboarding]

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:

• Medical, Dental, Vision
• Pension, Profit Sharing, and 401K Match
• 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days
• Tuition Reimbursement Program
Vehicle Discount Programs

JOB GRADE: P1_R

FLSA STATUS: Nonexempt

SALARY RANGE: The recruiting base salary range for this full-time position is $42000 - $50000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.