This Job Vacancy has Expired!

Call Center Customer Service Representative

Posted on Aug 14, 2019 by Walser Automotive Group

Minneapolis, MN 55435
Customer Service
Immediate Start
Annual Salary
Full-Time
Through 50 years of service, Walser Automotive Group has become a pioneer in the automotive industry. Walser s progressive commitment to growth, technology and a differentiated customer experience has changed the car-buying journey. We don t follow, we innovate and lead. Walser operates 25 dealerships and many affiliated businesses throughout Minnesota and Kansas. Walser also leads by example. We volunteer. We donate. Walser Foundation puts 5 percent of its pre-tax profits right back into the communities in which we proudly operate. That s because we live here, too. Walser is a family-owned, family-run business that believes in work-life balance. Walser is committed to delivering an outstanding customer experience every time that s what drives us. That s the Walser Way.
Walser s Core Values
  • Do The Right Thing Nothing is worth compromising a relationship
  • Lead By Example Be willing to help no matter how difficult the challenge
  • Display Positive Energy A good attitude is highly contagious
  • Be Open Minded The only thing that is constant is change
Job Duties (Will Include but Not Be Limited To)
  • 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 guides and Strategic Responses (word tracks) to accurately answer all client s questions
  • Meet or exceed month 1, month 2, and month 3 trainee goals and expectations in order to move into the Specialist role (based on 160 scheduled working hours per month, pro-rated for part-time employees):
    • Month 1: test out of initial training with Team Lead
    • Month 2: 1,800 total calls per month; averaging 90 calls per day (inbound and outbound)
    • Month 3: 2,100 total calls per month; averaging 105 calls per day (inbound and outbound)
  • Check for open recalls; keep current with service specials, all direct mail pieces, and recall notices from the manufacturer
  • Utilize the Blueprint KnowledgeDrive and BDC SharePoint to search for answers to client s questions prior to transferring the phone call to a Service Advisor
  • Attend 100%, four consecutive days, of the ServiceMastery certification training; complete training with a testing score of 85% or greater in addition to your regular on-site Service BDC training (estimation 4 weeks in total)
  • Embrace and exhibit Walser CORE values
  • All other duties, tasks and/or projects as assigned
Minimum Requirements
  • 6 months of prior high-volume call center or similar experience (e.g., collections, etc.)
  • Willingness to develop an understanding and adhering to the Service BDC Policies and Procedures Manual
  • Desire to develop a 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 Outlook, Excel and Word (and preferably dual screen experience)
  • Must have strong customer service background
  • 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
    • Averaging 100 inbound and outbound calls per day
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Associated topics: agent, agente de servicio al cliente, answer, customer care, customer care specialist, customer service, customer service specialist, phone, representante de servicio al cliente, service specialist

Reference: 745248411

Similar Jobs

Call Center Customer Service Representative

Cincinnati, OH

Annual Salary

Call Center Customer Service Representative

Minnesota, MN

Annual Salary