324 Customer Engagement jobs in Marlton

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

Develops and delivers strategic communications across different mediums and channels that inform, connect, and inspire key audiences. Ensures clear, consistent messaging for internal stakeholders and select external audiences, aligning all communications with organizational goals and voice. Working closely with leadership and cross-functional teams, plays a key role in enhancing both the employee and customer experience through impactful engagement activities. With a strong emphasis on user experience, digital tools, and data-driven insights, continually improves communication effectiveness and fosters a more connected workplace culture. *Writing/presentation samples preferred.

Primary Responsibilities

• Supports the execution of a Customer Advocacy Department (CAD) communication plan to keep employees informed and engaged. Researches, writes, and edits CAD-related communications content for multiple distribution channels, while maintaining consistent messaging to support CAD business operations, values and culture. Helps ensure that policies, new processes, information, and other news are communicated via the appropriate channel in a timely manner and is relevant to the audience.
• Provides communication support for internal projects including but not limited to process improvement projects, change management initiatives, employee events (town hall briefings, celebrations, etc.), awareness campaigns, executive videos, employee biographies, photo archive, etc. Creates a variety of engaging written communications and visual content (such as meeting notes, talking points, videos, and presentations) for CAD and CAD leadership to deliver to internal and external audiences. Supports communication and content needs with presentation decks and internal documentation.
• Provides actionable insights on target audiences to improve communication strategies. Uses available data and resources to support findings and makes recommendations that align with department and organizational goals.
• Supports the execution of action plans to enhance employee engagement by analyzing feedback and driving initiatives that foster a positive and inclusive workplace culture. Helps drive the successful implementation of departmental and cross-functional projects and change management efforts.
• Supports the development and delivery of CAD's self-service and digital content management strategy. Consolidates various knowledge sources into one platform and ensures that all information is current and relevant through regular audits.
• Conducts research to create and improve the customer experience. Optimizes self-help content based on various metrics such as customer feedback, customer journey mapping and CAD data reports. Identifies and provides recommendations for new content opportunities, as well as ways to repurpose or amplify content across mediums.
• Develops, writes, and produces multimedia content for various digital channels. Assists in creating digital content plans and materials for stakeholders.

Additional Responsibilities

• Serves as an internal journalist by building relationships throughout the company to identify news-worthy information to share with CAD.
• Supports CAD with internal branding efforts to enhance the employee experience including graphics, print displays, etc.
• Collaborates with internal design team to determine appropriate visual content and ensures our digital approach is aligned with brand pillars and goals.
• Contributes to broader team efforts by performing additional tasks as needed.

Qualifications

• Superior writing and communication skills, timeliness, and attention to detail.
• Ability to distill information down to clear, simple talking points.
• Experience with customer journey maps and/or user-centric design.
• Experience with artificial intelligence (AI) chatbot design and validation.
• Proficiency in content management systems and Microsoft Office Suite, with expertise in PowerPoint.
• Strong media skills with an eye for design.
• Storytelling skills: Ability to use data, feedback, and information to create a compelling story.
• Strong organizational skills with the ability to prioritize tasks, meet deadlines, and follow through on all projects. Must have a sense of urgency and be able to work well under pressure.
• Comfortable working with all levels of Subaru of America (SOA) employees from C-suite down.
• Ability to understand the significance of confidential and privileged information, as well as mature judgment.
• Interest in communications and desire to learn more about all aspects of Customer Advocacy Department (CAD) and Subaru business.
• Understanding of video production (Preferred)
• Certified Change Management Professional (CCMP) certification or Prosci Change Management certification (Preferred)

Education/Experience: BA/BS required with 4 to 6 years of relevant experience

Travel Requirements: Domestic 20%

Compensation: The recruiting base salary range for this full-time position is $7000 - $000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. In addition to competitive salary, Subaru offers an amazing benefits package that includes:
• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days
• Tuition Reimbursement Program
• Vehicle Discount Programs

Job Grade/FLSA Status: P2/Exempt

WHY JOIN US? In addition to competitive salary, Subaru offers an amazing benefits package that includes:

Total Rewards & Benefits:

• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days, 5 Floating Holidays, and 5 Sick days, and 9 Company Holidays
• Tuition Reimbursement Program: $15,000 ye rly benefit
• Vehicle Discount Programs

• Professional growth and development opportunities
• Direct partnership with senior leadership
• Formal Mentorship Program
• LinkedIn Learning License

A Customer Service Representative, or CSR, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

• Manage large amounts of incoming phone calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

• Proven customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school diploma