Love-Encore Star Delivery Specialist Job Description Position Overview:

• 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

Schedule:

• This position will have a flexible schedule, dependent on when customers are available and would like to schedule a Love-Encore redelivery.
• This position will require on-site work for one (1) hour per day Monday - Friday. Otherwise, the employee will create their schedule as stated above.

• 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 offsite 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 (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)

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

• Review STARLINK enrollment status to ensure that the new owner’s Telematics System has been activated

• Assist in maintaining the customer’s relationship with your Retailer. Remain an after-sale asset to new owners as product questions arise

• Assist with promotion and branding of the Love-Encore program at their store (ex. presence on Retailer’ Web site, producing video/photo vehicle feature content to assist new owners, providing content for social media channels)

• Scheduling the new owner’s first service appointment

• Introduce customer to Stocker Subarus Maintenance Booklet
• Teach customers the value of the Stocker Advantage and the Stocker Advantage app.
• Introduce and Sell Vehicle accessories
• Introduce Video MPVI