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Customer Advocacy Manager (Contact Center)

Company: Subaru of America
Location: Camden
Posted on: November 26, 2022

Job Description:

SUMMARY

The Customer Advocacy Team is seeking an experienced, successful, and passionate Customer Advocacy Manager. As a Customer Advocacy Manager, you're responsible for inspiring and coaching your team to provide a world class experience for our customers and retailers. It's your job to lead the team and seek solutions and results that create a high performing work environment. By analyzing situations quickly and acting courageously, you can create success for the business and promote the Love Promise through unparalleled customer advocacy. You will be responsible for building and inspiring a high performing team of talented individuals who deliver exceptional experiences for Subaru owners and retailers.

PRIMARY RESPONSIBILITIES

Leading and managing a team of talented Customer Advocates; providing guidance, training, and motivation.
Driving results in a fast-paced customer focused environment.
Executing while constantly looking for process improvements.
Help recruit, select, onboard, train, and coach new hires.
Develop and implement improvements to processes and operations.
Maintain and produce daily, weekly, and monthly reports of quality metrics and respective targets and goals.
Proactively communicate with senior leaders regarding business performance, customer trends, and potential risks to the business.
Be a continuous positive force, creating strong morale throughout the CAD team.
Other duties as assigned.

ADDITIONAL RESPONSIBILITIES

Defines the business requirements for the department and develops implementation strategies along with other members of CAD management team.
Identifies, analyzes, and relays information regarding product issues, trends, or similar issues to appropriate departments within Subaru of America (SOA) and regions.
Attends technical, professional, and leadership development programs, sessions and activities.

REQUIRED SKILLS AND ABILITIES

Proven ability to drive amazing customer experience and results through team development.
Passion for customer service and ownership of the customer experience.
Experience with managing multiple commitments to customers, staff, and operations.
Ability to adapt to challenges while remaining calm in a constantly changing environment.
Strong leadership skills: sets clear priorities and performance goals for the team and eliminates barriers to the team's success.
Ability to champion and facilitate collaboration by cultivating relationships, mentoring, and effectively communicating with teammates and cross-functional partners.
Proven ability to identify, prioritize, and resolve both customer and advocate issues quickly and effectively in a positive and practical manner.
Strong and effective capacity planning skills to maximize the productivity of resources; people, technology, etc.
Analytical and creative thinker with a can-do attitude and flexibility to accommodate evolving business needs.
Requires excellent communication skills, both written and verbal.
Thrives on a team where expertise is shared and feedback is welcomed.
Effective time management including ability to multi-task, organize and prioritize.
You have demonstrated a solid track record of leadership ability with at least 5+ years of experience in a customer-facing setting.
Cross-industry experience is welcome.
You have a passion for learning about Subaru products and a focus on improving the customer's journey to exceed their expectations.
You'll need to be flexible with your schedule. Your work hours will be based on business needs.

EDUCATION/EXPERIENCE: BA/BS with 6 to 8 years of relevant experience

JOB GRADE: M1

FLSA STATUS: Exempt%366338%

Keywords: Subaru of America, Camden , Customer Advocacy Manager (Contact Center), Executive , Camden, New Jersey

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