Customer Advocacy Manager - Tier 2 (Finance)
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
Manages a team of Customer Advocates and drives performance to the established goals and metrics. Provides direction and coaching regarding Customer Advocacy/Subaru Added Security cases. Handles unresolved customer contacts in need of further escalation. Must have excellent communication skills and the ability to creatively solve problems with customers, retailers or contacts to come to a resolution.
Primary Responsibilities
Must be able to perform all of these:
- Provides direction and coaching to advocates, retailers, and field staff regarding customer related policies and procedures.
- Provides direction and 1:1 coaching to advocates on all performance-related areas.
- Reviews and approves advocate goodwill decisions.
- Partners with Quality Assurance team in identifying trends and providing performance related feedback to the advocates.
- Communicates with Region and Zone Field Teams on escalated customer contacts and proposed resolutions.
- Participates in new hire interview and candidate selection process.
ADDITIONAL RESPONSIBILITIES
- Supervise 12-15 direct reports
Required Skills and Abilities
- Strong teambuilding, motivation, leadership, business, and management skills.
- Strong written and verbal communications skills.
- Excellent coaching and development skills.
- Ability to work in a fast-paced, multi-tasking, team-based environment.
- Excellent listening, problem resolution, analytical, negotiation, presentation, and PC skills.
- Strong knowledge of all Customer Advocacy functional areas.
- Ability to effectively interact with all levels of management.
- Ability to follow detailed procedures and ensure accuracy in documentation and data, carefully monitor processes, and organize and maintain a system of records.
- Ability to remain open-minded and change opinions on the basis of new information, perform a wide variety of tasks and change focus quickly as demands change.
- Ability to manage transitions effectively from task to task and adapt to varying customer or Advocate needs.
Internal Work Environment
- Fast paced office environment
- Prolonged sitting at desk and working on computer.
- Hybrid work schedule- 2 days remote after 180 days onboarding
TRAVEL REQUIRED:
- 5-10% (Occasional travel to represent Customer Advocacy Department at National/Region/Zone meetings, as well as Industry meetings)
EDUCATION/EXPERIENCE: BA/BS with 8 to 10 years of relevant experience
WORK SCHEDULE
- 37.5-hour work week.
- 10:00am - 6:30pm/CST; Monday - Thursday; Friday -7:30am-4:00pm/CT
- 5-7 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.
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
- See our Careers landing page for additional information about our compensation and benefit programs.
JOB GRADE: M1
FLSA STATUS: Exempt
SALARY RANGE: The recruiting base salary range for this full-time position is $91,200-$96,000/ year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.
