Customer Advocacy Quality Coach (DBC)

About Subaru

Love. It’s what makes Subaru, Subaru. And as a leading auto brand in the US, we strive to be More Than a Car Company. 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.

SUMMARY

Leads delivering strategic coaching initiatives to Customer Advocates through side-by-side observations, coaching sessions, experience reviews, call evaluations, financial accuracy reviews, and live monitoring to drive performance and enhance The Subaru Customer Experience. Leads conversations with team managers to identify trends, share best practices, and implement continuous improvements. Leads calibration sessions, maintains quality program documentation, and ensures clear communication of expectations. Engages in team meetings, providing real-time coaching to support Advocate development. Leads Advocate teams, taking a leadership role to guide the team, provide visibility, and respond to real-time needs when Advocate Managers are unavailable due to meetings, trainings, or scheduled time off; this includes making Goodwill (GW) financial decisions, handling escalations, and assisting with case-related questions as needed.

Oversees coaching sessions, experience reviews, and financial accuracy results, and is required to document all feedback in detail. Serves as a critical resource of feedback for team managers, offering an additional layer of accountability and insight into Advocate performance. The feedback plays a vital role in upholding performance standards and aligning expectations across the department.

Supports multiple teams across the contact center, each with distinct job functions and responsibilities and must remain in a continuous state of learning, which includes consistently reviewing policies and procedures to understand the nuances of each role they support, ensuring that they are well-equipped to assess cases and calls effectively and provide accurate, tailored feedback.

WORK SCHEDULE

• 37.5 hour work week.
• Must be available to work flexible hours in accordance with the Customer Advocacy Department phone schedules.
• Contact Center is opened : Mondays through Thursdays from 8 : 00 am to 7 : 30 pm ET / 7 : 00 am to 6 : 30 pm CT Fridays from 8 : 30 am to 5 : 00 pm ET / 7 : 30 am to 4 : 30 pm CT

WORK ENVIRONMENT : Hybrid Role - Remote work 2 days per week (after 6 months) [Wednesdays and Fridays]

LOCATION : Dallas Business Center, 360 Freeport Parkway, Coppell, TX

PRIMARY RESPONSIBILITIES

6-month tenure) and six (6) for those with

ADDITIONAL RESPONSIBILITIES

REQUIRED SKILLS AND ABILITIES

EDUCATION / EXPERIENCE : BA / BS preferred with 4 to 6 years of relevant experience

JOB GRADE : P3

FLSA STATUS : Exempt

SALARY RANGE : The recruiting base salary range for this full-time position is $70000 - $79000. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.