Connecting People with Executive Opportunities

Position:  BDC Service Manager  
Reports to:VP of Operations
Company:  Dilawri Group of Companies
Location: Mississauga, ON
Date: October 2023


The Dilawri Group of Companies is owned and operated by the Dilawri family – since 1985. They continue to build on a history of excellence as Canada’s largest automotive group. The company’s network represents 37 of the world’s most beloved automotive brands at 80 franchised dealerships in Canada and the US.

Recently, they have partnered with the Marckis Group to assist in the search for a top-performing BDC Service Manager. Reporting to the VP of Operations, this position is responsible for generating additional income for the regional dealerships by assisting and supporting the Service Departments in achieving lifetime customer loyalty to the Dealerships, and by increasing appointments, sales and customer retention.

Primary Job Responsibilities:

Tasks Related to Business Development Centre Management

  • Supervise, direct and lead all aspects of the Regional Business Development Program and Centre
  • Implement all systems, scheduling and procedures in the Business Development Centre
  • Devise and implement daily, weekly and monthly goals based on targets; track progress and attainment of targets
  • Identify areas of improvement or concerns with Business Development Centre operation; devise plans for improvement, implement and audit
  • Generate weekly activity and progress reports of calls performed and appointments scheduled per dealership and Group average
  • Prepare monthly status updates, including data regarding call performance, dealership average, Business Development Centre Representative average, and closing ratio(s)
  • Issue activity reports and maintain a file on telephone follow-up successes
  • Perform monthly dealership visits to review the progress of Business Development Centre, as well as the Business Development Software functionality and use
  • Devise and implement daily, weekly and monthly goals based on targets; track progress and attainment of targets

Tasks Related to Customer Satisfaction and Retention

  • Follow-up with Service Department customers on the telephone within 48-hours, to ensure customer satisfaction
  • Gather all required information from the customers, to verify their satisfaction
  • Assist in handling and resolving customer telephone and written complaints.

Tasks Related to Human Resources

  • With assistance of Human Resources Department, recruit, discipline and dismiss Business Development Centre staff members
  • Organize and deliver coaching and training programs for all Business Development Centre staff members
  • Conduct performance reviews of Business Development Centre staff members

Miscellaneous Tasks

  • Conduct regular meetings with all Business Development Centre staff members to keep communication active
  • Represent Group and dealerships as a helpful resource
  • Maintain professional appearance at all times
  • Perform other tasks, based on management requirements and instructions

Required Attributes:


  • Maintain a customer-focused work attitude at all times
  • Ensure that your professional behaviors are pleasant and polite at all times when dealing with customers
  • Actively listen to customers during conversation, whether conversing over the telephone or in person
  • Behave in a response and compassionate/understanding manner at all times when dealing with customers

Attributes related to the Dealership Environment

  • Maintain professional appearance and dress code/uniform to ensure that customers can easily identify you
  • Be committed to a clean facility and workstation; actively look for areas that could be tidier; participate in cleaning
  • Maintain positive body language; display outward body language that is approachable and friendly; smile
  • Ensure respectful verbal communications when speaking with customers and other employees
  • Behave in a pleasant and polite manner at all times; exhibit a kind nature to create a welcome environment
  • Participate in all company-provided training to increase knowledge, skills and abilities
  • Develop collaborative relationships that are genuine and respectful


Attributes related to First Impression

  • Remain customer-focused; put customers at the centre of decision-making by determining how they are affected by all decisions
  • Offer a friendly and prompt greeting to all customers; ensure that they feel valued
  • Greet by customer name if they are a returning customer to make them feel remembered and important
  • Provide a focused and uninterrupted service, and offer customers your full attention; do not be distracted

Attributes related to Consultant

  • Actively listen to customer needs, expectations, questions and concerns to ensure that they feel understood
  • Conduct yourself in an engaged and interested way when attending to customer needs and expectations
  • Ask comprehensive questions to provide enough information to give the customer what they need
  • Provide precise and truthful answers to ensure that customers feel respected and valued
  • Identify customer expectations by confirming their needs, expectations, questions and concerns
  • Provide accommodating and convenient assistance; be available for customers when needed and look for opportunities to be helpful; ensure quick service upon customer request

Attributes related to Information Sharing

  • Provide thorough explanations and details to customers
  • Offer informative and detailed advice based on customer needs
  • Be transparent/trustworthy when offering advice to customers to ensure trust in you, the dealership and the brand
  • Act as a product knowledge expert in all brand products and technology to ensure customers are provided with the information that they need
  • Speak in a clear and easily understandable manner and act in a knowledgeable way when speaking with customers regarding vehicle maintenance and technology to ensure customer comfort
  • Offer instructive demonstrations to explain maintenance and demonstrate technology; offer the customer the opportunity to try the technology during the demonstration

Attributes related to Detail-Oriented Service

  • Work with an eagle-eye to catch and repair errors before the customer notices them
  • Ensure that all paperwork is accurate and ready on time
  • Work in an organized and timely fashion at all times to ensure that customers receive service when expected

Attributes related to Customer Service

  • Be appreciative and authentic; thank customers and other employees when appropriate
  • Maintain ongoing relationships with customers; ensure that customers feel connected to the dealership and want to return

General Accountabilities

  • Follow established company policies and procedures
  • Provide professional customer service and employee support
  • Maintain composure and work effectively in a fast-paced environment
  • Follow Health & Safety Program and observe provincial Occupational Health & Safety regulations
  • Participate in meetings and all training, as required

Qualifications and Skills:


  • College Diploma in Business Administration or Customer Service, or equivalent


  • Strong communication skills
  • Ability to think and act strategically
  • Demonstrated understanding of change management and process implementation
  • Demonstrated excellent telephone demeanor
  • Excellent oral and written communication skills
  • Strong leadership abilities
  • Organizational ability and attention to detail
  • Good PC knowledge, including Reynolds, CDK, DealerMine, xTime platforms
  • Ability to take ownership of concerns with a positive attitude and bring them to completion
  • Ability to remain calm and focused under all circumstances to deliver exceptional service to customers
  • Ability to work in a team environment to achieve common goals


  • Three (3) years of experience in Customer Service
  • Two (2) years of experience in a call centre environment
  • Supervisor experience preferred
  • Dealership experience preferred

Required License(s)and/or Certification(s)

  • Valid Driver’s License for province of employ
  • Industry related training and certification as required


Reply in confidence to:

Gary Filippini MBA, CPA
Senior Managing Partner


in addition, place the position for
which you are applying
in the subject line of the email.

When applying, please include:

  • your resume
  • your cover letter outlining your key
    experience for the position
  • your salary expectations


2600 Skymark Ave.
Bldg. 5, Suite 103
Mississauga, ON
L4W 5B2

Tel: 647.228.0550


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