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Automotive Product Specialist

3 months ago


State College, United States Stocker Chevrolet, Inc. Full time

Description:
Love-Encore Star Delivery Specialist Job Description Position Overview:

- The Subaru Star Delivery Specialist is responsible for ensuring new Subaru owners and their Retailer colleagues gain a thorough understanding and deep appreciation of all Subaru features and technologies.
- They coordinate follow-up, scheduling, and execution of Love-Encore redeliveries between 14 - 60 days after initial delivery while providing an extraordinary customer experience that incorporates the HEART Pillars, and The Subaru Love Promise.
- The Subaru Star Delivery Specialist is a vital role, which improves customer retention and differentiates your store in the marketplace Primary

**Requirements**:

- Improve initial satisfaction by providing a deeper understanding of the owner’s new Subaru, utilizing resources such as the Dynamic Delivery Checklist, Getting Started Guides, Owner’s Manual, and Subarunet
- Ensure new owner familiarity with Retailer’s Service & Parts Department
- Maintain a redelivery calendar/schedule
- Oversee program incentives and administrative duties (delivery receipt, etc.)
- Educate the sales team to ensure that upon a new vehicle sale, owners receive; a Love-Encore redelivery appointment, Journal & Pen set, Love-Encore brochure (paper or electronic), and are introduced to the Delivery Specialist if available
- Be a resourceful Subaru STAR to all departments at the Retailer o (ex. providing product training to customer-facing colleagues in service, sales. Addressing product questions on the service drive that may not require a technician)
- Track Love-Encore survey results; monitor for continued customer experience improvement
- Review STARLINK enrollment status to ensure that the new owner’s Telematics System has been activated
- Assist in maintaining the customer’s relationship with your Retailer. Remain an after-sale asset to new owners as product questions arise
- Assist with promotion and branding of the Love-Encore program at their store (ex. presence on Retailer’ Web site, producing video/photo vehicle feature content to assist new owners, providing content for social media channels)
- Scheduling the new owner’s first service appointment
- Introduce customer to Stocker Subarus Maintenance Booklet
- Teach customers the value of the Stocker Advantage and the Stocker Advantage app.
- Introduce and Sell Vehicle accessories
- Introduce Video MPVI