Job Title : Customer Service Phone Specialist

Worksite Arrangement: 100% Onsite- No remote/hybrid

Location: Bloomington, MN

Compensation: $18.25- $25 hourly 

Job Description:

• Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with the service team; schedule service appointments, advise on recommended maintenance, confirm scheduled appointments, and reschedule missed appointments
• Perform outbound follow-up calls for due and overdue service clients, Special Order Parts (SOP) notifications, scheduling calls, and any additional outbound calls requested by management
• Master and follow all training materials including inbound Service Call Guide (script)and Strategic Responses (word tracks) to accurately answer all client questions
• Check for open recalls; keep current with service specials, all direct mail pieces, and recall notices from the manufacturer
• Utilize the BDC SharePoint to search for answers to client questions prior to transferring the phone call to a Service Advisor
• Meet or exceed minimum monthly call and appointments set goals and expectations (subject to change based store list assigned per management discretion)
  • Month 4: 8 Calls per hour, 2.8 Appointments per hour, Call rater at 85% or above
  • Month 5-8 : 10 Calls per hour, 3 Appointments per hour, Call rater at 90% or above
  • Month 9+: 12 Calls per hour, 3.5 Appointments per hour, Call rater at 90% or above
    • Must wear safety eyewear at all times when in dealership service departments
    • Must wear hard-toed shoes and slip resistant footwear in when in dealership service departments
    • Embrace and exhibit Walser CORE values
    • All other duties, tasks and/or projects as assigned

     

   

   

   

  Requirements:

• Six months of prior high-volume call center or similar experience (e.g., collections, etc.)
• Solid understanding and adherence to the Service BDC Policies and Procedures Manual
• Solid understanding of product information related to all dealerships, vehicles, and maintenance/repair services provided by the service departments
• Must have strong computer skills, including Microsoft Outlook, Excel and Word
• Must have strong customer service experience
• Must have excellent verbal and written communication skills
• Must be punctual and reliable with the ability to work flexible hours
• Must be able to meet the following daily duties:
  • Telephone – 8 hours per day
  • Keyboarding – 8 hours per day
  • Dual computer screens
  • Average 12 calls per hour inbound and outbound calls

     

    Physical Demands

• Moving and walking around the Corporate Office and/or other Walser locations
• Sitting, standing, reaching, bending within a cubicle/desk area
• Utilizing a computer for day-to-day tasks and electronic technology required by OEMs

Upon completing the application, you will be prompted to complete our HAALO assessment. HAALO is simply a way for us to understand your preferences, behaviors, and work styles. The assessment is a required step to complete this application.
By submitting an application to Avenica, you are agreeing to be contacted via SMS text messages and email.

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