Customer Advocate I

Subaru of America, Inc.; Camden (NJ); Hybrid; USD 45,000 - 51,000; Full time

Benefits offered by this job

Medical, Dental, Vision Plans

Pension, Profit Sharing, 401K Match

Vacation days and holidays

Tuition Reimbursement Program

Job summary

Subaru of America, Inc. in Camden, NJ is seeking a Customer Advocate to handle inbound calls, emails, and letters, resolving warranty and retailer-related concerns with empathy and strong communication.

The role supports customers, retailers, and regional personnel, acting as an advisor on Subaru products and policies. The position is hybrid, requiring 37.5 hours per week (9:00 AM–5:30 PM) with 2 remote days after 180 days (Wednesday and Friday) and 8 weeks of onsite training.

Qualifications

• Bachelor's degree required or high school diploma plus six years of relevant customer service experience in lieu of degree.

Responsibilities

• Respond to customer contacts via calls, emails, letters, and surveys regarding Subaru products, warranties, SAS, and retailer issues.
• Decide and implement best course of action to resolve customer concerns.
• Manage customer caseload with timely follow-up and case closure.
• Make discretionary financial decisions related to customer goodwill and PAR on a case-by-case basis to boost loyalty.
• Collaborate with Subaru retailers, distributors, and regional staff to resolve cases.
• Attend training and ongoing skill development to stay current on vehicles, parts, warranty, policy, and legal requirements.
• Provide suggestions for policy and procedure improvements.

Skills

Customer service

Phone negotiation

Attention to detail

Written communication

Conflict resolution

Procedural compliance

Feedback receptiveness

Bilingual EN/ES

Education

Bachelor's degree

Job description

SUMMARY

Our team is looking for communication professionals who are passionate about the customer experience and can deliver on our customer commitment. We empower and encourage you to be an Advocate for the customer and to look at situations from multiple perspectives. As a Customer Advocate, you will make connections with our customers to foster brand loyalty as you handle inbound phone calls. An ideal candidate is empathetic, a true problem solver, and an excellent communicator. You are energized by interacting with and helping people, and you embody a willingness to learn about product, policies, and procedures while thriving in a fast-paced environment. The successful candidates in this role service and support retail customers, contacts, retailers, distributors, and regional personnel. The candidates will resolve vehicle concerns (warranty and non-warranty related) and retailer concerns that benefit the customer and the company. They act as advisors to consumers and retailers by resolving inquiries regarding Subaru of America (SOA), its products, and retailers.

WORK ENVIRONMENT & SCHEDULE

• Office Location: Headquarters - Camden, NJ apart of the Greater Philadelphia Area (Philly)


• Hybrid Role: Remote work 2 days per week (after 180 days) (Wednesdays & Fridays)


• Required Travel: None


• Hours: 37.5-hour work week; 9:00 AM - 5:30 PM


• Training: 8 weeks onsite paid training

MAJOR RESPONSIBILITIES

• Respond to customer contacts (including calls, emails, letters, and survey comments) regarding Subaru products, warranties, Subaru Added Security (SAS), and retailer-related issues in a non-scripted environment. Make outbound calls to customers to set follow-up expectations


• Authorized to decide and implement best course of action to resolve the customer's concern


• Manage customer caseload on an ongoing basis to ensure that follow-up and case closure is handled in accordance with department standards


• Make effective and appropriate financial decisions related to customer goodwill and Policy Adjustment Request (PAR) on a case-by-case basis to enhance customer loyalty and perception of the Subaru experience without manager approval


• Work with additional parties, including Subaru retailers, distributors, and regional personnel, as needed, when researching and resolving customer cases


• Attend and complete department training, as well as individual skill development training to maintain up-to-date information and knowledge of vehicles, parts, systems, accessories, warranty, policy and procedures, and legal requirements


• Provide suggestions for improvements in policy and procedures

REQUIRED SKILLS & ABILITIES

• Excellent customer service skills with a passion for demonstrating a high level of service


• Excellent phone and negotiation skills with an ability to multi-task


• Keen attention to detail


• Ability to clearly communicate complex information through writing or verbally


• Excellent conflict resolution, decision-making and critical thinking


• Ability to follow detailed procedures and ensure accuracy


• Ability to remain receptive to feedback and propensity to strive for excellence


• Bilingual (English/Spanish) is an asset

EDUCATION EXPERIENCE

Bachelor's degree required OR high school diploma plus six years of relevant customer service-related work experience in lieu of degree required.

FLSA STATUS

Nonexempt

SALARY RANGE

The recruiting base salary range for this full-time position is $45,000 - $51,000 / 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: P1_R)

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 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.