Love-Encore Delivery Specialist

Description

The Subaru Star Delivery Specialist is responsible for ensuring new Subaru owners and their Retailer colleagues gain a thorough understanding and deep appreciation of all Subaru features and technologies. 

They coordinate follow-up, scheduling, and execution of Love-Encore redeliveries between 14 – 60 days after initial delivery while providing an extraordinary customer experience that incorporates the HEART Pillars, and The Subaru Love Promise. The Subaru Star Delivery Specialist is a vital role, which improves customer retention and differentiates your store in the marketplace! 

Primary Responsibilities: 

• Function as the subject matter expert at the Retailer. This is accomplished by maintaining Subaru Foundations Certification and participating in continuing product education (including attending off-site meetings as requested by Subaru)

• Improve initial satisfaction by providing a deeper understanding of the owner’s new Subaru, utilizing resources such as the Dynamic Delivery Checklist, Getting Started Guides, Owner’s Manual, and Subarunet

• Ensure new owner familiarity with Retailer’s Service & Parts Department

• Conduct follow-up (text, e-mail, phone per customer preference) to ensure the majority of new Subaru owners return to the Retailer for a Love-Encore redelivery

• Maintain a redelivery calendar/schedule

• Oversee program incentives and administrative duties ($25 customer incentive, delivery receipt, etc.)

• Educate the sales team to ensure that upon a new vehicle sale, owners receive; a Love-Encore redelivery appointment, Journal & Pen set, Love-Encore brochure (paper or electronic), and are introduced to the Delivery Specialist if available

• Be a resourceful Subaru STAR to all departments at the Retailer!

o (ex. providing product training to customer-facing colleagues in service, sales.

Addressing product questions on the service drive that may not require a technician)

• Assist sales consultants with product questions, or as needed, with their initial deliveries during busy times at their Retailer

• Track Love-Encore survey results; monitor for continued customer experience improvement