Resolves the most difficult and financially exposed customer's contacts including, but not limited to, Lemon Law cases, arbitration, fines, sub litigations, and product liabilities.
WORK SCHEDULE:
9:30 am to 6:00 pm ET
Hybrid Role - Remote work 2 days per week (Wednesdays and Fridays) (after 90 days)
PRIMARY RESPONSIBILITIES
Researches and investigates complaints, analyzes risk of corporate exposure, and formulates a plan of action.
Demonstrates superior negotiation ability with customer, retailer, and/or attorney.
Calculates the cost of resolution options not limited to vehicle repurchase and/or settlement. Coordinates repurchase with Corporate Vehicles or region, completes necessary documentation for vehicle transfer including title branding, and locates replacement vehicles. Communicates with SOA, distributers, regions, retailers, field staff, federal and state agencies, attorneys, etc. Analyzes case resolution to determine financial accountability and advises relevant parties.Works in conjunction with vendor partner to ensure proper and timely completion of vehicle surrender process.
Provides guidance to Customer Advocates, retailers and field staff regarding highly sensitive customer issues.
Responds to governmental agencies and arbitration mechanisms (e.g., Better Business Bureau (BBB)). Produces written responses to arbitration requests. Develops arbitration strategy after thorough investigation and research. Seeks expert's opinion and/or witness if necessary. Prepares regional personnel for arbitration and attends arbitration when appropriate.
Creates and proactively disseminates weekly trend report.
ADDITIONAL RESPONSIBILITIES
Identifies current quality trends within case work and communicates findings to manager.
Stays current with industry consumer protection guidelines.
Perform special projects as assigned.
REQUIRED SKILLS AND ABILITIES
Ability to assess risk, make timely decisions and maintain a solution-oriented approach when demands are high.
High attention to details and ability to ensure accuracy in documentation and data.
Excellent negotiation skills.
Strong understanding of vehicle sales process and mathematical calculations associated with repurchase, replacement and/or settlement options.
Ability to take action in solving problems while exhibiting good judgment and a realistic understanding of issues; ability to use reason, review facts, and weigh options.
Thorough understanding of Subaru products and services and a focus on improving the customer's overall experience.
Previous experience as SOA Customer Advocate preferred but not required.
Ability to accommodate a flexible work schedule as business needs allow.
EDUCATION/EXPERIENCE: BA/BS with 4 to 6 years of relevant experience
JOB GRADE: P2
FLSA STATUS: Exempt
SALARY RANGE: The recruiting base salary range for this full-time position is $65,800 - $67,500. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.
