Customer Advocacy Case Coordinator

Subaru of America; Camden (NJ); Hybrid; USD 42,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

Pension and 401K match

15 Vacation days, holidays and sick/PM

Tuition reimbursement program

Vehicle discount programs

Job summary

Subaru of America in Camden, NJ is seeking a Case Coordination Specialist to support the Customer Advocacy team by coordinating case assignments in CAD queues. You will review cases, assign to Advocacy staff, and ensure documentation is complete within the case management system.

This full-time, hybrid role offers a 37.5-hour work week with two remote days per week after six months (Wednesdays and Fridays).

Qualifications

• Strong verbal and written communication skills.
• Excellent organizational and prioritization abilities.
• Ability to adapt to shifting priorities and maintain accuracy.
• Demonstrated attention to detail in case management.
• Proficient with Microsoft Excel/Word; CRM experience preferred.

Responsibilities

• Review CAD-submitted cases to ensure proper addressing and tier assignment.
• Assign cases to Advocacy staff using established delegation process.
• Verify incoming documentation for completeness and attach to correct case in the system.
• Gather data to support cases and respond to external questionnaires as needed.
• Provide administrative support and generate reports using Word, Excel, and PowerPoint.
• For OST, complete annual/semi-annual Lemon Law reports as applicable.

Skills

Verbal & written communication

Organizational skills

Multitasking

Detail orientation

Microsoft Office (Excel/Word)

CRM knowledge (NorthStar)

Education

High School diploma / Associate's degree preferred

Tools

Microsoft Office Suite

Job description

SUMMARY

Provides support to Customer Advocacy team by coordinating case assignments in work queues. Coordinates tasks submitted to Customer Advocacy Department (CAD) queues to ensure that work is assigned to proper resources. Uses skills of detail orientation to ensure that incoming documentation and communications (including emails) are filed correctly within the Customer Advocacy case management system.

SUMMARY

Provides support to Customer Advocacy team by coordinating case assignments in work queues. Coordinates tasks submitted to Customer Advocacy Department (CAD) queues to ensure that work is assigned to proper resources. Uses skills of detail orientation to ensure that incoming documentation and communications (including emails) are filed correctly within the Customer Advocacy case management system.

WORK ENVIRONMENT

• 37.5-hour work week
• Hybrid Role - Remote work 2 days per week (after 6 months) [Wednesdays and Fridays]

MAJOR RESPONSIBILITIES

• Reviews cases submitted to designated team within Customer Advocacy Department (CAD) to ensure that the case is properly addressed, which includes determining tier level of case and the proper assignment of the case within CAD.
• Assigns cases to customer-facing Advocacy staff by using established case delegation process while reviewing the daily attendance log to ensure a balanced caseload.
• Monitors and evaluates incoming documentation and communications (including emails) for missing or invalid information, reconciles information if possible, and attaches them to the correct case within Customer Advocacy case management system.
• Gathers data to support Customer Advocacy cases and provides responses as appropriate, including answering questionnaires from outside authorities.
• Provides administrative support skills to director(s) and manager(s) within CAD. Creates and maintains Word, Excel, and/or PowerPoint documents. Enters data as necessary. Runs required reports.
• For Case Coordinators supporting the Owner Solutions Team (OST): Completes annual and semi-annual reporting including, but not limited to, the New Jersey (NJ) Lemon Law report and South Carolina (SC) Lemon Law report.

REQUIRED SKILLS & ABILITIES

• Professional verbal and written communication skills.
• Strong organizational skills with ability to prioritize and multi-task as needed within department or multiple departments.
• Ability to maintain a flexible approach to assignments as shifting priorities occur.
• Demonstrated and excellent detail orientation skills.
• Ability to recognize quality trends based on case reviews and communicate finding to management for further investigation if needed.
• Proficient in use of computer for daily work tasks, including intermediate skills in Microsoft Office tools such as Excel and Word and ability to navigate internet for needed information or research.
• Microsoft Dynamics (NorthStar Customer Relationship Management [CRM]) experience preferred.

EDUCATION EXPERIENCE:

High School diploma (Associate's Degree preferred) with 2 to 4 years of relevant experience.

FLSA STATUS:

Nonexempt

Salary Range:

The recruiting base salary range for this full-time position is $42,000 - $48,000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. Additionally, this role is bonus-eligible , with a target bonus percentage that provides an opportunity to earn even more based on your performance. (Internal Job Grade: A1)

WHY JOIN US?

In addition to competitive salary, Subaru offers an amazing benefits package that includes:

Total Rewards & Benefits:

• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days, 5 Floating Holidays, 5 Sick days, and 9 Company Holidays
• Tuition Reimbursement Program: $15,000 yearly benefit
• Vehicle Discount Programs

Learning & Development:

• Professional growth and development opportunities
• Direct partnership with senior leadership
• Formal Mentorship Program
• LinkedIn Learning License

Visit our careers landing page for additional information about our compensation and benefit programs.

ABOUT SUBARU

Love. It's what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That's what we call our Subaru Love Promise®. Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure. Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.