Digital Retailing & Customer Care Specialist

Digital Retailing & Customer Care Specialist

Spangler Subaru
Johnstown, PA

Join the Spangler Subaru Family

At Spangler Subaru, we're more than just a dealership. We're a family-owned Subaru retailer that has proudly served the Johnstown area since 1971.

Our business has grown across three generations because of a simple approach: take care of people, build trust, and do business the right way. We believe great employees are the foundation of that success, and we work hard to create a supportive, team-oriented environment where people are respected, trained, and given the opportunity to grow.

If you are friendly, organized, motivated, comfortable communicating with customers, and interested in a career in automotive retail, this may be a great opportunity to grow with Spangler Subaru.

Job Summary

Spangler Subaru is seeking a professional, customer-focused Digital Retailing & Customer Care Specialist to support our sales department by helping customers move comfortably through the shopping process.

This role serves as one of the first points of contact for customers who reach out online, by phone, by text, through our website, through third-party automotive sites, or through Subaru owner-retention opportunities. The specialist will respond to inquiries, answer questions, assist with digital retailing submissions, gather customer information, help prepare preliminary deal options, schedule appointments, and coordinate smooth hand-offs to the sales team.

Because many customers begin their shopping process online, this position also requires comfort with sending vehicle photos, short walk-around videos, and other helpful information through dealership-approved communication tools.

This is a customer-facing, performance-based automotive retail position. The right candidate will be friendly, organized, detail-oriented, comfortable with numbers, and able to communicate in a helpful, low-pressure, professional manner.

Compensation

Estimated total compensation: $45,000-$55,000 per year

Compensation includes fixed base pay plus performance-based incentive opportunities. Eligible employees may also have additional earning potential through qualifying Subaru Pinnacle / Trade Up Advantage opportunities, subject to program rules and dealership requirements.

Top performers may have the opportunity to earn more based on measurable results.

Key Responsibilities

• Respond promptly to customer inquiries from the dealership website, digital retailing platform, third-party automotive sites, phone, email, text, chat, and other approved communication channels
• Provide helpful information about vehicle availability, pricing, payments, trade-ins, financing, appointments, dealership services, and vehicle features
• Assist customers through the dealership's online shopping and digital retailing process
• Review digital retailing submissions and help customers pick up where they left off online
• Capture and send vehicle photos and short walk-around videos to customers when appropriate
• Use photos, videos, text, email, and phone calls to help customers better understand vehicle condition, features, availability, and next steps
• Gather accurate customer information related to vehicle selection, trade-in, payoff, financing or lease preferences, down payment, term, mileage, and appointment needs
• Help prepare preliminary pricing, payment, trade, and deal options in coordination with sales management
• Schedule showroom visits, test drives, trade appraisals, vehicle reviews, and purchase appointments
• Confirm appointment details and help customers understand what to expect when they arrive
• Assist with Subaru owner-retention opportunities, including Trade Up Advantage and equity-based customer outreach
• Review assigned customer opportunity lists and contact eligible customers in a professional, helpful, low-pressure manner
• Coordinate with sales consultants, sales managers, finance, service, and other departments to ensure a smooth customer experience
• Coordinate with sales consultants or other team members when additional photos, videos, or vehicle information are needed
• Maintain consistent follow-up with customers by phone, text, and email
• Accurately document customer conversations, appointment details, quoted information, photos/videos sent, and next steps in the CRM
• Help create a consistent, professional, and organized customer follow-up process
• Represent Spangler Subaru's values of honesty, transparency, and excellent customer care

Qualifications

• High school diploma or equivalent required
• Previous experience in customer service, hospitality, call center, administrative support, automotive retail, or dealership work preferred
• Strong phone, text, and email communication skills
• Friendly, professional, and patient communication style
• Comfortable discussing pricing, payments, trade-ins, appointments, and next steps with customers
• Comfortable taking and sending basic vehicle photos and short videos using dealership-approved devices and communication tools
• Strong attention to detail and ability to document information accurately
• Ability to stay organized while handling multiple customer conversations
• Comfortable using computers, email, texting platforms, CRM systems, and online retailing tools
• Reliable, punctual, self-motivated, and accountable
• Willingness to learn Subaru products, dealership processes, digital retailing tools, and automotive terminology

Preferred Attributes

• Enjoys helping people and creating a positive customer experience
• Able to follow a process without sounding robotic
• Comfortable using photos and videos to create a more helpful, transparent customer experience
• Comfortable working in a fast-paced, customer-focused environment
• Strong follow-up discipline
• Team-oriented and willing to support the sales department
• Calm, professional, and respectful in all customer interactions
• Comfortable with performance goals and incentive-based compensation
• Good at listening, asking questions, and helping customers take the next step

Weekly Work Schedule

This is a full-time position with a consistent weekly schedule:

Monday and Tuesday: 9:00 AM - 7:00 PM
Wednesday and Thursday: 9:00 AM - 5:00 PM
Saturday: 9:00 AM - 3:00 PM
Days Off: Friday and Sunday

After the initial 60-90 day training period , limited hybrid remote flexibility may be considered based on performance, department coverage, role needs, and management approval. Because this position works closely with customers, managers, sales consultants, finance, inventory, and digital retailing tools, regular in-store presence is required.

Please Note: Hybrid remote work is not guaranteed.

What We Offer

• Competitive compensation with performance-based incentive opportunities
• Subaru Pinnacle / Trade Up Advantage earning opportunity for qualifying TUA sales
• Medical insurance with HSA option
• Dealership-paid dental and vision for employees
• Dealership-paid short-term disability with option to purchase additional STD coverage
• Long-term disability, life insurance, and other supplemental benefit options
• Paid time off
• Paid holidays
• Retirement plan with company match
• Ongoing training and career development
• Supportive, team-oriented work environment
• Opportunities for advancement within the dealership
• Family-owned business culture
• Work-life balance

About Spangler Subaru

Spangler Subaru has been part of the Johnstown community for three generations. We take pride in doing business with honesty, treating customers with respect, and creating long-term relationships with the people we serve.

If you are looking for a role where you can help customers, support a team, develop your skills, and be part of a respected local business, we would like to hear from you.