BDC - Customer Service Phone Specialist

Service Call Specialist

For more than 70 years, Walser Automotive Group has put people first: our customers, our employees, and our communities. As a family-owned, family-run company, we've grown to 29 dealerships representing 26 brands across Minnesota, Kansas, and Illinois.

We lead with innovation, technology, and a promise to deliver an exceptional experience every time.

And your work here matters: a portion of every vehicle sold and serviced supports the Walser Foundation, investing in schools, nonprofits, and workforce programs in our communities.

At Walser, success starts with people. Join us to build a career where you can grow, belong, and make a real impact.

Compensation: $21.00-$22.00/hr depending on experience!

What You'll Do:

• 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
• Embrace and exhibit Walser CORE values
• Must wear hard-toed shoes and slip resistant footwear in when in dealership service department
• Must wear safety eyewear at all times when in dealership service departments
• All other duties, tasks and/or projects as assigned
• Uphold Walser's Core Values: Do The Right Thing, Lead By Example, Display Positive Energy, Be Open Minded

What You Bring:

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

What's In It For You?

• Paid Time Off (PTO) Take time to relax, spend with family, or enjoy personal time away
• Career Growth & Opportunity for Advancement We promote from within and provide clear career paths, mentorship, and opportunities to develop and grow your career.
• Fertility & Adoption Assistance: Receive up to $10,000 in financial assistance for fertility treatments and adoption expenses.
• Comprehensive Health Benefits: Enjoy medical, dental, and vision coverage, plus access to HSA and FSA plans to help manage healthcare costs. Access to Blue Cross Blue Shield medical coverage and access to additional wellness benefits.
• Life Insurance & 401(k) with Employer Match: Plan for your future with company-paid life insurance and a 401(k) program that includes an employer match.
• Employee Discounts: Enjoy exclusive employee discounts across products and services.
• Employee Resource Groups: Connect, learn, and grow with our inclusive Employee Resource Groups, including Women of Walser, Drive with Pride, Asian Hmong Alliance, and Veterans at Walser.
• Community Involvement Make an impact through volunteer opportunities with the Walser Foundation, supporting local causes and giving back to the communities we serve.
• Employee Assistance Program (EAP) Support for personal and professional challenges
• Referral Program Earn referral bonuses for referring talented candidates

Apply today and help drive operational excellence at Walser Automotive Group!

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Walser Automotive Group is an EOE/Veterans/Disabled/LGBTQ+ employer.