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Customer Advocacy Specialist

2 months ago

Coppell, Texas, United States Subaru Full time
About Subaru

We're a leading auto brand in the US, committed to being a positive force in the communities we serve. Our Subaru Love Promise drives us to deliver exceptional vehicles and experiences that inspire and delight our customers.

Job Summary

We're seeking a skilled Customer Advocacy Specialist to join our team. As a key member of our Customer Advocacy department, you'll work closely with Field staff, retailers, and customers to resolve complex vehicle-related issues. Your expertise will be essential in ensuring our customers receive the best possible experience, even in challenging situations.

Key Responsibilities
  • Collect and analyze vehicle inspection results to ensure accurate warranty determinations.
  • Coordinate and track accident investigations with our Quality Assurance group.
  • Analyze findings and seek guidance from our Legal Department when needed.
  • Respond to insurance company subrogation requests and settle claims as necessary.
  • Research and investigate complaints, analyzing risk of corporate exposure and formulating a plan of action.
  • Demonstrate superior negotiation skills with customers, retailers, and attorneys.
  • Calculate the cost of resolution options, including vehicle repurchase and/or settlement.
  • Coordinate repurchase with Corporate Vehicles or Region, completing necessary documentation for vehicle transfer.
Requirements
  • BA/BS with 4 to 6 years of relevant experience or 6 to 8 years of experience in lieu of degree.
  • Strong understanding of vehicle sales process and mathematical calculations associated with repurchase, replacement, and/or settlement options.
  • Thorough understanding of Subaru products and services, with a focus on improving the customer's overall experience.
  • Ability to work with potentially volatile situations involving high dollar amounts.
  • Experience with Lemon Laws preferred.
  • Ability to assess risk, make timely decisions, and maintain a solution-oriented approach when demands are high.
  • Strong analytical skills, with high attention to detail and ability to ensure accuracy in documentation and data.
  • Excellent verbal, written, and interpersonal skills, with ability to clearly present information through the spoken or written word.
What We Offer
  • Competitive salary range: $67,900 – 80,000 / year.
  • Amazing benefits package, including medical, dental, vision plans, pension, profit sharing, and 401K match offerings.
  • 15 vacation days, 9 company holidays, 5 floating holidays, and 5 sick days.
  • Tuition reimbursement program.
  • Vehicle discount programs.