Customer Advocate I

SUMMARY

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.

WORK ENVIRONMENT & SCHEDULE

• Office Location: Dallas TX (Dallas Business Center)
• Hybrid Role: Remote work 2 days per week (after 180 days) Wednesdays & Fridays
• Required Travel: None
• Hours: 37.5 hour work week; 10:00 AM 6:30 PM
• Training: 8 weeks onsite paid training

MAJOR 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 customers 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

REQUIRED SKILLS & ABILITIES

• 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
• Bilingual (English/Spanish) is an asset

EDUCATION EXPERIENCE

Bachelors degree required OR high school diploma plus six years of relevant customer service-related work experience in lieu of degree required.

FLSA STATUS

Nonexempt

SALARY RANGE

The recruiting base salary range for this full-time position is $45000 - $51000 / year. Within the range individual pay is determined by factors including job-related skills experience and relevant education or training. Additionally this role is bonus-eligible with a target bonus percentage that provides an opportunity to earn even more based on your performance. (Internal Job Grade: P1R)

WHY JOIN US

In addition to competitive salary Subaru offers an amazing benefits package that includes:

Total Rewards & Benefits:

• Medical Dental Vision Plans
• Pension Profit Sharing and 401K Match Offerings
• 15 Vacation days 5 Floating Holidays 5 Sick days and 9 Company Holidays
• Tuition Reimbursement Program: $15000 yearly benefit
• Vehicle Discount Programs
  

Learning & Development:

• Professional growth and development opportunities
• Direct partnership with senior leadership
• Formal Mentorship Program
• LinkedIn Learning License

Visit our careers landing page for additional information about our compensation and benefit programs.

ABOUT SUBARU

Love. Its 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. Thats 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.

Subarus 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.