Job Details
** Position Description**
**Customer Advocate I** Location **New Jersey, Camden** Job Code **32773** # of Openings **1** **Summary**
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.
* Responds to inquiries via incoming phone contacts from national 1-800 phone number.
* Add to job description for Customer Advocate I in Outbound area:
* Contacts customers to set follow-up and case-handling expectations.
**Primary Responsibilities**
* Responds to customer contacts (calls and survey comments) regarding Subaru products, product failures, warranties, Subaru Added Security (SAS), and retailer-related issues in a non-scripted environment.
* Authorized to decide and implement best course of action to resolve the customer's issue.
* Manages customer case load on an on-going basis to ensure that follow up and case closure is handled in accordance with department standards.
* Makes effective 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 of up to $750 per case.
* Makes outbound calls to customers to set follow-up expectations.
* Works with retailers, field staff or departmental liaisons to work towards a resolution for customer.
* Attends and completes mandatory 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.
**Required Skills and Abilities**
* Excellent phone skills.
* Ability to demonstrate a high level of service to others.
* Ability to work independently to resolve complex customer issues.
* Ability to clearly communicate complex information through the written or spoken word.
* Excellent negotiation skills and ability to multi-task.
* Excellent conflict resolution, decision-making and creative thinking skills.
* Ability to follow detailed procedures and ensure accuracy.
* Ability to organize and maintain case records.
* Ability to work well in a team environment.
**Education/Experience Requirements**
* Bachelor's degree preferred with 2-4 Years experience
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