Listing Application Link:

https://sites.hireology.com/walser/jobs.html

Location:

Minnesota

Type:

Full-Time

Accepted Majors:

Business| Communications

Job Categories:

Business Administration & Management, General| Business/Managerial Economics| Communications, General| Marketing Management & Research| Other Automotive Retail, Customer Service

Position Description:

Walser Automotive Group is a company of car people. We sell them. We service them and so much more. It’s our livelihood and our passion. We’re also a company of people who love people. We show that through progressive, family-focused benefits and perks, compelling career paths, and a commitment to a diversity, inclusion, and belonging.
For over 60 years, we’ve led the way in automotive retailing with a transparent and upfront approach to buying a car. We continue leading today with progressive support of the people who sell and service them.
Walser operates over 25 retail locations and many affiliated businesses throughout Minnesota and the U.S. Among those locations, we offer over 20 brands across domestic and import manufacturers.
Walser is a family-owned, family-run business. Family is what keeps us moving, career keeps us growing, and diversity makes it fun. That is 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 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)
oMonth 4: 8 Calls per hour, 2.8 Appointments per hour, Call rater at 85% or above
oMonth 5-8 : 10 Calls per hour, 3 Appointments per hour, Call rater at 90% or above
oMonth 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
Minimum 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:
oTelephone – 8 hours per day
oKeyboarding – 8 hours per day
oDual computer screens
oAverage 12 calls per hour inbound and outbound calls


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Walser Automotive Group is an EOE/Veterans/Disabled/LGBTQ+ employer.