Job Title : Customer Service Phone Specialist
Worksite Arrangement: 100% Onsite- No remote/hybrid
Location:Bloomington, MN
Compensation: $18.25- $20 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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