BDC Representative, Service

Brand Statement

Rev Up Your Career at Universal Ford Lincoln in Calgary, Alberta!

Join a team where progress isn’t just a goal, it’s the culture we live and breathe. As part of a family-owned and operated automotive group, Universal Ford Lincoln embraces Kaizen —‘continuous improvement’— as the driving force behind how we operate. We are always evolving to deliver an exceptional experience for our customers, strengthen opportunities for our employees, and support the communities in which we work.

At Universal Ford Lincoln, you’ll step into a fast‑paced, forward‑thinking environment where your ideas matter, your growth is prioritized, and your work fuels a culture of excellence. If you're passionate, driven, and ready to accelerate your career, this is the place for you.

Start your engine - your next great opportunity begins here!

As part of the Kaizen Automotive Group, Universal Ford Lincoln is proud to be able to empower our associates with a supportive workplace and access to the benefits they need along their professional journey to feel happy, healthy and valued. Full‑Time employees enjoy a robust benefits package, including:

• Competitive Compensation• Dental & Extended Health Coverage• Company Pension• Paid Time Off• Life & Disability Insurance• Employee & Family Assistance Programs• Vehicle Purchase & Service Discounts• Paid Professional Development• Company‑Wide Appreciation Events• And SO MUCH MORE!

Overview

Position Summary 

The BDC (Business Development Centre) Representative, Service at Kaizen Automotive is responsible for managing inbound and outbound customer communications related to service and maintenance appointments. This role plays a key part in delivering an exceptional customer experience by ensuring timely scheduling, proactive follow-ups, and effective communication. The BDC Representative supports service department performance by improving appointment retention, maximizing shop utilization, and strengthening customer relationships. 

Responsibilities and Qualifications

Key Responsibilities 

• Respond promptly to inbound service inquiries via phone, email, and online channels
• Schedule service appointments efficiently, ensuring alignment with shop capacity and customer needs
• Conduct outbound calls for service reminders, follow-ups, recalls, and promotional campaigns
• Communicate clearly with customers regarding service offerings, maintenance schedules, and appointment details 
• Accurately record all customer interactions, appointments, and follow-up activities in the CRM and scheduling systems
• Follow standardized scripts and processes to ensure consistent and high-quality customer interactions
• Confirm upcoming appointments and work to improve show rates and customer retention
• Collaborate with Service Advisors and Managers to ensure a smooth and accurate handoff of customer information 
• Support service retention initiatives by maintaining regular customer contact and engagement 
• Meet or exceed key performance indicators (KPIs) such as response time, appointment booking rates, and customer satisfaction
• Stay informed on dealership services, promotions, and maintenance recommendations
• Maintain a professional, customer-focused approach in all interactions 
• All other duties assigned by leadership

 Qualifications 

• High school diploma or equivalent; post-secondary education is considered an asset
• 1–3 years of experience in customer service, call center, or automotive service environments
• Strong communication skills, both verbal and written 
• Customer-focused mindset with a commitment to providing excellent service
• Ability to handle a high volume of calls and manage multiple tasks simultaneously
• Strong organizational skills with attention to detail
• Ability to work effectively in a fast-paced, team-oriented environment
• Familiarity with CRM systems and service scheduling tools is preferred
• Positive attitude, reliability, and a willingness to learn
• Ability to work flexible hours, including evenings and weekends as needed 

INDCHO

Posted Salary Range