Job Title: Call Center BDC Representative, Service
Location: Kaizen Shared Service Center
Reports To: BDC Manager
Job Type: Full-Time, Onsite
Compensation: $17.00/HR plus monthly bonus opportunities
Join the Kaizen Automotive Customer Care Team and help drive the success of our dealerships one customer interaction at a time by providing personalized service, with a sense of urgency, and a passion for the customer experience! Our top performers in this role are taking home $55,000 – 70,000 per year after bonuses…are you ready to throw your hat in the ring for an opportunity to make life-changing money? APPLY TODAY!
At Kaizen Automotive Group, we’ve built a reputation for excellence through our commitment to continuous improvement, employee empowerment, and a customer-first mindset. With a growing portfolio of brands and expanding presence across Canada and the United States, we offer exciting opportunities for individuals looking to be part of a dynamic, award-winning team. Joining Kaizen Automotive means you will have the opportunity to work alongside talented professionals in a supportive environment that fosters growth, innovation, and success. If you’re passionate about cars, committed to quality work, and ready to take your automotive career to the next level, the Kaizen Automotive Group wants to hear from you!

As a family-owned and operated company, the Kaizen Automotive Group is committed to providing our team members with access to the benefits and support they need along their professional journey to feel happy, healthy and valued. That is why our team is proud to provide the following benefits as options for our Full-Time employees:

• Competitive Compensation
• Supplemental Medical Coverage
• Dental and Vision Plans
• Discounted Prescription Coverage
• Company Pension
• Paid Time Off
• Short and Long-Term Disability
• Paid Life Insurance
• Employee and Family Assistance Programs
• Vehicle Purchase & Service Discounts
• Paid Professional Development & Certification Assistance
• Company Wide Appreciation Events & Contests
• And SO MUCH MORE!

POSITION OVERVIEW:

We are currently seeking a motivated and customer-focused Call Center / BDC Associate to join our Service team. This role is key in supporting our dealerships by handling inbound service-related calls, setting appointments, and capturing additional opportunities for our service departments—such as maintenance packages, warranty services, and recall information. As the first point of contact for many customers, you’ll represent the professionalism and service standards of the Kaizen Automotive Group while playing a vital role in enhancing customer loyalty and satisfaction. Our ideal candidate is extremely outgoing, driven to succeed, and possesses the ability to thrive when multi-tasking in a fast-paced environment. If you’re passionate about automotive and committed to providing exceptional customer service, we’d love to hear from you.

QUALIFICATIONS:

• High school diploma or equivalent; post-secondary education is considered a plus
• Previous call center, BDC, or customer service experience preferred (automotive industry experience is a plus).
• Strong communication and interpersonal skills with a customer-first attitude.
• Ability to multitask and work in a fast-paced environment.
• Proficient in Microsoft Office and CRM platforms- experience with CDK, Xtime, or similar systems is a huge asset
• Ability to adequately pass a pre-employment background screening
• Professional appearance and demeanor when dealing with clients, vendors, and guests on behalf of the Kaizen Automotive organization
• Ability to work flexible hours, including evenings and some weekends
• Strong interpersonal and communication skills
• High level of energy, professionalism, and a customer-focused mindset

• Answer inbound service calls on behalf of multiple Kaizen dealerships with professionalism and courtesy.
• Schedule service appointments efficiently, considering customer needs and dealership availability.
• Identify and communicate potential opportunities for dealership services (e.g. maintenance, warranty coverage, recalls, and service specials).
• Accurately enter and update customer information and appointment details in our CRM systems.
• Provide general service information, follow-up calls, and appointment reminders as needed.
• Handle inquiries, resolve minor concerns, and escalate complex issues to the appropriate dealership personnel.
• Maintain a strong understanding of dealership services, promotions, and manufacturer programs.
• Meet individual performance goals (e.g. call volume, appointment set rate, customer satisfaction).
• Work closely with the Service team at each Kaizen location to ensure a seamless customer experience for our guests
• Maximize productivity and CSI (Customer Satisfaction Index) to drive long-term loyalty and ensure maximum profitability
• Proactively address and resolve customer concerns or escalations
• Other duties as required by the Dealership Leadership team or our OEM partners