CIC Aftersales Representative

Position Overview  If you are looking to grow your career with an organization driven by excellence, integrity, and innovation, Dilawri offers an environment where people are supported and empowered to succeed.
Founded in 1985, Dilawri is Canada’s largest automotivegroup and one of Canada’s Best Managed Companies. Dilawri operates over 80franchised dealerships,representing more than 35 of the world’s most respected automotive brands across British Columbia, Alberta, Saskatchewan,Ontario, Quebec, and Washington, DC.
With a team of more than 4,000 employees, Dilawri fosters aculture rooted in collaboration, accountability, and continuous learning. Ourvalues of Excellence, Leading, Teamwork, Integrity, Innovation, and Giving Backguide how we work, how we lead, and how we serve our customers and communities.

Through the Dilawri Foundation , weare also committed to making a meaningful impact in the communities weserve.
Discover how you can build your career with Dilawri
The Dilawri Group of Companies – BC Region  is currently seeking  a CIC Aftersales Representative  to join our Customer Interaction Centre (CIC). This role operates in a hybrid remote/in‑person workformat and  requires availability to work Tuesday through Saturday . The position reports directly to the CIC Manager / BDC Manager.
As a key member of the CIC Aftersales team, the Representative plays an integral role in supporting multiple Dilawridealerships by delivering exceptional post-sale customer experiences throughinbound and outbound communications. This role contributes strategically to dealership performance by optimizing service appointment bookings, supportingcustomer satisfaction initiatives, and consistently achieving performance-basedKPIs. The CIC Aftersales team serves as a central point of contact, ensuring operational efficiency, customer retention, and brand consistency across theregion.
This a Commission Based position.
Primary Duties and Responsibilities   Support inbound and outbound customer communications (phone, email, text, and voicemail) for multiple Dilawridealerships
Book and schedule service appointments to maximize each service department’s available hours and revenue opportunities
Follow up on CSI (Customer Satisfaction Index) leads to ensure customer concerns are addressed and satisfaction is achieved
Consistently meet or exceed daily, weekly, and monthly KPI targets as established by the CIC Manager
Maintain up-to-date knowledge of all Service and Parts product offerings across supported dealerships
Coordinate and fulfill service customer mobilityneeds (e.g., shuttle, rental, loaner vehicles) within established guidelines and available resources
Accurately capture, update, and maintain customer contact and service information in accordance with company standards
Respond to all customer inquiries in a timely,professional, and customer-focused manner
Collaborate with CIC team members and dealershippartners to support customer demand and workflow priorities
Participate in ongoing training, coaching, and process improvement initiatives
Perform additional duties as assigned by the BDCManager or CIC leadership
Qualifications Required  Education & Experience   Post-secondary diploma ordegree in Business or a related field, or an equivalent combination of education and relevant experience
Previous customer serviceor call centre experience is considered an asset
Strong customer service orientation with excellent verbal and written communication skills
Abilityto multitask effectively in a fast-paced, high-volume environment
Highly organized with strong attention to detail and time management skills
Proficient in Microsoft Word, Excel, and Outlook
Confidentnegotiation skills with a results-driven mindset
Friendly,professional, and courteous phone demeanor
Positive,adaptable, and team-oriented attitude
Abilityto work independently as well as collaboratively
Fluencyin English is required; proficiency in Cantonese and/or Mandarin is considered an asset
Legally entitled to work in Canada
About Dilawri  In addition to working with and learning from a team ofleading professionals in the automotive industry, our benefits include:
Discounted employee vehicle purchase program
Job-specific coaching & training programs
Employee wellness & assistance programs
Employee social events
Build your career with a team thatis driven by excellence,integrity and innovation.

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