Customer Advocacy Senior Escalations Specialist

Summary

Resolves all Customer Advocacy customer complaints that have escalated to the Office of the President and Executive levels.

Provides Advocates and Managers direct feedback following the resolution to address possible knowledge gaps and training opportunities and to mitigate future escalations.

Requires a thorough knowledge of the products/services offered, well-developed customer service skills, and critical thinking.

Must have the ability to effectively communicate across various levels within organization and deliver on our Love Promise commitment in all interactions.

Primary Responsibilities



* Addresses customer complaints that have been escalated to the Office of the President and Executive levels as well as through customer satisfaction surveys.

Manages queues and the distribution of escalated cases.


* Attends meetings on process improvement and promotes cooperative effort and teamwork.

Identifies internal processes or procedures that impede the Customer Advocates from providing a low effort experience.

Recommends improvements to processes for Advocates' work and puts forth recommendations using data trends from lapses in customer service to mitigate the issues from reoccurring.

Shares insights on Customer Advocates with Managers so the Manager can address the Advocates' development.


* Coordinates with Field staff and internal department staff to research inquiries and evaluate resolution options.


* Reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer.

Exercises a large degree of individual discretion and judgement when resolving the case.


* Tracks and maintains records/feedback of complaints and makes recommendations to management designed to reduce the number of complaints.


* Independently makes effective financial decisions related to customer service goodwill on a case-by-case basis to enhance customer loyalty and perception of the Subaru experience.

Must evaluate many aspects of the case and consider customer goodwill and loyalty along with financial responsibility to Subaru of America.


* Interacts frequently with Office of the President and Executives to share and gather feedback and insights on customer escalations.

Additional Responsibilities



* Completes ad-hoc projects and assignments as necessary.

Qualifications


* Prior and relevant customer service and call center experience.


* Exceptional level of organizational skills.


* Strong teambuilding, motivation, leadership, and overall business acumen.


* Strong written and verbal communications skills.


* Ability to work in a fast-paced, multi-tasking, team-based environment.


* Excellent listening, customer service, problem resolution, analytical, negotiation, and presentation skills.


* Strong Microsoft Office Suite skills (Word, Outlook, Excel, PowerPoint).


* Ability to effectively interact with all levels of management, ...