Subaru Trade-Up Advantage Consultant

DESCRIPTION:

PURPOSE OF JOB:

The Trade Up Advantage position's purpose is to take service driver customers out of current lease/retail agreements and shorten the trade cycle with the intention of increasing retention and loyalty.  The position is not a sales position but more of a consultant role.  The offer is presented as an idea, not a deal.

JOB DUTIES:

Primary Responsibilities

• Appraise vehicles in for service with a goal of 10 per day.
• Provide appraisal information to 70% or more of service customers who visit the department.
• Approach and present qualifying prospects with written offer in hand.
• Have offers that were prepared the previous day ready to present.
• Prepare offers for next day’s appointments.
• Print and organize offers for next day’s appointments.
• Prepare folders with offers for drop-offs.
• Leave presentation folders in drop-off/pick-up vehicles.
• Get with service advisors for shown drop-offs/waiters.
• Confirm next day’s service appointments.
• Obtain payoffs for interested prospects.
• Use Trade Up boards to display next day’s service appointments by vehicle type and value range.
• Schedule in-dealership appointments and track activity using the CRM.
• Log all presentations into a 3-day follow-up log.
• Conduct 3-day follow-up on uninterested prospects.
• Make midday follow-up calls for 3-day-old presentations.
• Email and call missed opportunities.
• Email and call upcoming end-of-term lease customers.
• Estimate values and monthly payment options for customers.
• Initiate conversations with past sales and current service customers to notify them of their equity position.
• Manage process for outbound emails and calls before and after service visits.
• Generate custom lists of customers with positive/healthy negative equity and contact via email, phone, and/or direct mail.
• Manage service lane equity opportunities—collaborate with ASMs and Cashiers to distribute info to customers.
• Proactively seek out new customer business and grow the existing customer base.
• Develop and grow sales through prospecting, cold calling, and relationship development.
• Develop and maintain customer relationships.
• Keep customers loyal to the dealership through consistent retention efforts.

Secondary Responsibilities

• Lead yourself in a way that supports our culture and the Subaru Love Promise.
• Enhance the retailer guest experience by supporting both sales and service.
• Spend a mandatory 2 hours per day in the service drive or customer lounge.
• Escort guests from the service drive to the customer lounge while directing them to retailer amenities.
• Provide water, coffee, and/or snacks to guests waiting in the lounge or showroom.
• Collaborate with team members and managers to enhance the guest experience.
• Manage marketing process for customers in equity positions.

Quality & Continuous Improvement

• Personally commit to quality in all aspects of work
• Provide “World Class Customer Service” for internal and external customers
• Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement
• Participate in teams to research, measure, and correct problems and to strive for process improvement
• Communicate and exemplify the Company’s Mission Statement, Vision Statement, Values, and Philosophy
• Attend at least ten (10) credit hours of training each calendar year to continue development of work-related skills
• Be a strong advocate for World Class customer experience.  You are required to observe the Company’s 10-foot rule, open doors for all Guests, acknowledge Guests as appropriate, and comply with all other customer experience rules, standards, and policies
• Willingly serve on Corrective Action Teams (CATs) or departmental Working Teams, upon request and as a result of an Employee- or Manager-submitted process improvement initiative

General

• Ensure prompt and regular attendance
• Perform other appropriate duties as may be assigned by Management
• Travel as business needs may require

QUALIFICATIONS:

Education:

• High school diploma/equivalent is minimally required

Experience:

• Must possess a thorough understanding of Subaru Sales department operations
• Prior automotive sales experience is preferred, but not required
• Knowledge of data mining tools and software preferred, but not required

Other Knowledge, Skills, Abilities & Competencies:

• Must be a highly motivated self-starter and able to work independently
• Upbeat and positive attitude with the ability to “soft sell” customers
• Excellent organizational and time management skills
• Demonstrate exceptional Customer Service skills and principles, including project management and follow-up skills.
• Demonstrate strong verbal, written, presentation, and active listening communications skills.
• Demonstrate a professional, well-groomed appearance.
• Maintain confidentiality of business-related information.
• Possess and continuously maintain exceptional Subaru product and brand knowledge.
• Demonstrate strong computer skills, including data entry, working knowledge of Microsoft Office applications, Dealership Management Systems, and other work-specific digital tools and resources.
• Must possess and continuously maintain a valid driver’s license with an acceptable driving record.

This does not necessarily list all responsibilities, duties, requirements, or efforts associated with the job.  While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify as circumstances or business needs require.