BDC - Customer Service Phone Specialist

Walser Automotive Group•Bloomington, MN

16h•$20 - $25

About The Position

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.

Requirements

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.)

Responsibilities

Month 9+: 12 Calls per hour, 3.5 Appointments per hour, Call rater at 90% or above
Month 5-8 : 10 Calls per hour, 3 Appointments per hour, Call rater at 90% or above
Month 4: 8 Calls per hour, 2.8 Appointments per hour, Call rater at 85% or above
Meet or exceed minimum monthly call and appointments set goals and expectations (subject to change based store list assigned per management discretion)
Utilize the BDC SharePoint to search for answers to client questions prior to transferring the phone call to a Service Advisor
Check for open recalls; keep current with service specials, all direct mail pieces, and recall notices from the manufacturer
Master and follow all training materials including inbound Service Call Guide (script)and Strategic Responses (word tracks) to accurately answer all client questions
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
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
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

Benefits

Medical, Dental, Vision coverage & HSA/FSA (Includes Blue Cross Blue Shield coverage)
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.
Paid Clothing Program: Twice a year, choose from a hand-curated collection of branded Walser apparel—on us.
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