Customer Development Centre (CDC) Representative

Dueck Auto Group; Richmond; On-site; CAD 42,000 - 54,000; Full time

Job summary

Dueck Auto Group in Richmond, BC is seeking a CDC Representative to handle service department inquiries, schedule appointments, track leads, and maintain accurate records. You will work with colleagues across the business to ensure outstanding service.

The role emphasizes customer focus, effective communication, and the ability to manage high call volumes while staying professional; prior CRM experience and Microsoft Office skills are highly valued, with bilingual abilities considered an asset.

Qualifications

• 1–2 years of customer service experience.
• Familiarity with CRM systems.
• Strong Microsoft Office skills (Word, Excel, Outlook, PowerPoint).
• Automotive knowledge is an asset.
• Second language is an asset.
• Ability to stay professional during high-volume periods.
• Detail-oriented with a conscientious work ethic.

Responsibilities

• Actively listen to customer inquiries and provide accurate information.
• Manage high volumes of inbound and outbound calls promptly.
• Resolve elevated customer issues or complaints, escalating to the manager when needed.
• Maintain detailed records of all conversations in the call centre database.
• Identify opportunities to recommend additional products and services.
• Update the traffic log for appointments, online leads, and sales calls; submit monthly reports.

Skills

Customer service

Communication

Multitasking

Professionalism

Attention to detail

Prioritization

Tools

CRM systems

Microsoft Office

Job description

Position Summary

The Customer Development Centre (CDC) Representative is a professional, customer-oriented and organized individual responsible for handling calls related to the Service Department. The main responsibilities include managing high call volumes, scheduling appointments, tracking leads, updating databases, following retention activities and taking ownership to resolve issues. Reporting directly to the Customer Development Centre Manager, the CDC Representative works with all areas of the business to ensure exceptional customer service quality.

Key Responsibilities

• Actively listen to customer inquiries, providing relevant answers and accurate information
• Effectively manage high volumes of inbound and outbound calls in a timely manner
• Handle elevated customer issues or complaints until resolution, referring to the manager as necessary
• Maintain accurate and detailed records of all customer conversations within the call centre database
• Recognize strategic opportunities and take action to recommend additional products and services
  
• Update traffic log daily for appointments, online leads and sales calls and submit monthly reports to managers

Additional duties and responsibilities may be assigned or modified as necessary throughout the course of your employment.

Skills & Requirements

• Minimum 1-2 years of customer service experience and familiarity working with Customer Relationship Management (CRM) systems
• Strong proficiency and experience using Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
• Automotive knowledge and post-secondary training is an asset
• Second language is an asset
• Ability to prioritize and maintain professionalism during high-volume periods
• Detail-oriented and conscientious work ethic

Logistical Requirements

This is a full-time position at the Dueck Richmond location with working hours Monday to Friday, 9 AM to 5 PM. The position may require working extended hours, including weekends, in order to meet deadlines based on the needs of the business. Professional attire is required (business casual dress code).

About Us

Founded in 1926,Dueck Auto Grouphas built a reputation for excellence, integrity, and community commitment. With four dealerships across Greater Vancouver—Dueck Marine, Dueck Downtown, Dueck Richmond, and Dueck Isuzu—we are proud to be a trusted, family-owned and operated business for nearly a century. Today, we employ over 400 dedicated team members who share a passion for delivering exceptional customer service and high-quality automotive solutions. At Dueck Auto Group, we believe in fostering career growth through continuous training, professional development, and a supportive workplace culture. Our long-standing success is built on strong relationships—with our employees, our customers, and the communities we proudly serve.

#IND1