Customer Advocacy Manager - Owner Solutions Team

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.

Manages the team in resolving the most difficult and financially exposed customer contacts including but not limited to lemon law cases, state arbitration, pre-litigation, product liability claims, repairs where warranties may not apply and accident cases.

Manages and/or supports the Field Support team.

PRIMARY RESPONSIBILITIES

• 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.

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.

EDUCATION/EXPERIENCE: BA/BS with 8 to 10 years of relevant experience

TRAVEL REQUIREMENTS: Domestic (5-10%)

WORK SCHEDULE/ENVIRONMENT:


* 8:30 am to 5:00 pm ET


* Hybrid Role - Remote work 2 days per week (after 90 days onboarding) [Wednesdays and Fridays]

BENEFITS PACKAGE includes:


* Medical, Dental, Vision on Day 1


* Pension, Profit Sharing, and 401K Match


* 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days


* Tuition Reimbursement Program (Up to $15,000 per year)


* Managers have opportunity to participate in Test Fleet Program ( Acceptable driving record and clearance by Risk Management Department required )


* Vehicle Discount Programs

JOB GRADE/FLSA STATUS: M1/Exempt

SALARY RANGE: The recruiting base salary range for this full-time position is $91200-$96000 / year.

Within the range, i...