BDC Representative, Service

Kaizen Automotive Group•Calgary, AB

1d•CA$30,000 - CA$40,000

About The Position

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.

Requirements

High school diploma or equivalent
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
Positive attitude, reliability, and a willingness to learn
Ability to work flexible hours, including evenings and weekends as needed

Nice To Haves

post-secondary education is considered an asset
Familiarity with CRM systems and service scheduling tools is preferred

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