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Business Development Representative

3 weeks ago

Brantford, Ontario, Canada Northway Ford Lincoln Full time

Service BDC Representative / Appointment Coordinator

Location: Northway Ford Lincoln

Employment Type: Full-Time

About Us:

We are a high-volume, customer-focused Ford Lincoln dealership with a thriving Service Department. As our service operations continue to grow, we're looking for an enthusiastic and organized Service BDC Representative / Appointment Coordinator to join our team.

Position Overview:

The Service BDC Representative / Appointment Coordinator is responsible for handling all inbound and outbound communications for the Service Department, scheduling service appointments, and delivering an exceptional customer experience. This role is ideal for someone who excels in a fast-paced environment and enjoys helping customers maintain their vehicles.

Responsibilities:

  • Answer inbound service calls, emails, and online inquiries promptly and professionally
  • Make outbound calls for service reminders, maintenance follow-ups, declined services, and customer satisfaction outreach
  • Schedule and confirm service appointments while ensuring optimal shop capacity
  • Accurately update customer information and appointment details in the CRM and DMS systems
  • Provide customers with basic service information and explain maintenance intervals
  • Assist with transportation coordination (loaners, shuttles, pickup/drop-off, etc.) when needed
  • Support Service Advisors by managing call overflow and ensuring customers receive timely communication
  • Meet and exceed daily/weekly call and appointment goals

Qualifications:

  • Previous BDC, call center, customer service, or dealership service department experience preferred
  • Excellent communication skills—clear, friendly, and customer-oriented
  • Ability to handle high call volume and multitask efficiently
  • Strong organizational skills and attention to detail
  • Positive attitude and a strong team mindset

What We Offer:

  • Competitive hourly wage + bonus opportunities
  • Full benefits package (medical, dental, vision)
  • Paid time off and holidays
  • Ongoing training and career development
  • A supportive team environment

Job Type: Full-time

Benefits:

  • Dental care
  • Extended health care

Work Location: In person