Brand Statement:

Rev Up Your Career at Universal Ford Lincoln in Calgary, Alberta!

Join a team where progress isn’t just a goal, it’s the culture we live and breathe. As part of a family-owned and operated automotive group,Universal Ford LincolnembracesKaizen—‘continuous improvement’— as the driving force behind how we operate. We are always evolving to deliver an exceptional experience for our customers, strengthen opportunities for our employees, and support the communities in which we work.

AtUniversal Ford Lincoln, you’ll step into a fast‑paced, forward‑thinking environment where your ideas matter, your growth is prioritized, and your work fuels a culture of excellence. If you're passionate, driven, and ready to accelerate your career, this is the place for you.

Start your engine - your next great opportunity begins here!

As part of theKaizen Automotive Group,Universal Ford Lincolnis proud to be able to empower our associates with a supportive workplace and access to the benefits they need along their professional journey to feel happy, healthy and valued.Full‑Time employees enjoy a robust benefits package, including:

• Competitive Compensation
• Dental & Extended Health Coverage
• Company Pension
• Paid Time Off
• Life & Disability Insurance
• Employee & Family Assistance Programs
• Vehicle Purchase & Service Discounts
• Paid Professional Development
• Company‑Wide Appreciation Events
• And SO MUCH MORE!

Overview:

Position Summary

The Guest Experience Liaison plays a critical role in delivering an exceptional customer experience across both the Sales and Service departments at an OEM dealership. This position serves as the primary point of contact for customer follow‑up and engagement related to Customer Satisfaction Index (CSI) results, customer concerns, recalls, redeliveries, and post‑visit communication. Acting on behalf of the dealership, the Guest Experience Liaison works closely with department leaders to identify opportunities for improvement, resolve issues proactively, and strengthen long‑term customer loyalty while ensuring alignment with OEM brand standards.

This posiition has a base salary of $36000.00/yr with opportunity for monthly bonuses. Top earners in this role have made an average of $50K+ per year with their amazing guest relation skills.

Responsibilities and Qualifications:

Key Responsibilities

• Conduct and manage Service and Sales CSI follow‑up calls, surveys, and outreach on behalf of the dealership, ensuring timely and professional customer engagement.
• Proactively address customer concerns, complaints, and feedback, coordinating with Sales, Service, and leadership teams to achieve positive resolutions.
• Manage and support OEM recall follow‑ups, redeliveries, and post‑service or post‑sale communication to ensure customers feel informed and supported.
• Act as a liaison between customers and dealership departments to resolve escalated issues and improve overall guest satisfaction.
• Track, document, and report customer feedback, trends, and outcomes using CRM and dealership systems.
• Support dealership initiatives aimed at improving CSI performance, retention, and brand reputation.
• Ensure all customer interactions align with OEM standards, dealership policies, and customer experience expectations.
• Assist with special customer experience projects, audits, or initiatives as directed by dealership leadership.
• Maintain professionalism, confidentiality, and a customer‑first mindset in all interactions.

Qualifications

• Previous experience in customer service, hospitality, BDC, or an automotive dealership environment preferred.
• Strong communication, interpersonal, and conflict‑resolution skills.
• Ability to manage sensitive customer situations with empathy, professionalism, and accountability.
• Highly organized with strong follow‑up and documentation skills.
• Comfortable working cross‑functionally with Sales, Service, and leadership teams.
• Proficiency with CRM systems, dealership software, and Microsoft Office.
• Ability to work in a fast‑paced, customer‑focused environment.
• Valid driver’s license with a clean driving record is required.

INDCNP

Posted Salary Range: CAD $0.00 - CAD $0.00 /Hr.