CIC Aftersales Representative

Dilawri Group of Companies; Vancouver; Hybrid; CAD 42,000 - 65,000; Full time

Benefits offered by this job

Discounted employee vehicle purchase

Coaching & training programs

Wellness & assistance programs

Employee social events

Job summary

Dilawri Group of Companies, BC Region, is seeking a CIC Aftersales Representative to join our Customer Interaction Centre. This hybrid role requires availability Tue–Sat and focuses on delivering exceptional post-sale service across multiple Dilawri dealerships.

You will manage inbound/outbound communications, book service appointments, and drive CSI-led improvements while meeting KPI targets and coordinating mobility options for customers.

Qualifications

• Post-secondary diploma or degree in Business or related field, or equivalent experience.
• Previous customer service or call centre experience is an asset.
• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to multitask in a fast-paced, high-volume environment.
• Highly organized with strong attention to detail and time management.
• Proficient in Microsoft Word, Excel, and Outlook.
• Confident negotiation skills with a results-driven mindset.
• Friendly, professional phone demeanor.
• Positive, adaptable, and team-oriented attitude.
• Fluency in English is required; proficiency in Cantonese and/or Mandarin is an asset.
• Legally entitled to work in Canada.

Responsibilities

• Support inbound and outbound customer communications (phone, email, text, and voicemail) for multiple Dilawri dealerships.
• Book and schedule service appointments to maximize available hours and revenue opportunities.
• Follow up on CSI leads to ensure customer concerns are addressed and satisfaction is achieved.
• Meet or exceed daily, weekly, and monthly KPI targets.
• Maintain up-to-date knowledge of all Service and Parts product offerings.
• Coordinate and fulfill service mobility needs (shuttle, rental, loaner vehicles).
• Capture and update customer contact and service information per standards.
• Respond to customer inquiries in a timely, professional, customer-focused manner.
• Collaborate with CIC team members and dealership partners to support demand and workflow.
• Participate in ongoing training, coaching, and process improvement initiatives.
• Perform additional duties as assigned by CIC leadership.

Skills

Customer service

Call centre

Verbal communication

Written communication

Multitasking

Time management

Organization

Negotiation

Team orientation

Fluency in English

Education

Post-secondary diploma in Business

Tools

Microsoft Word

Excel

Outlook

Job description

Position Overview

If you are looking to grow your career with an organizationdriven by excellence, integrity, and innovation, Dilawri offers an environmentwhere 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,representingmore than 35 of the world’s mostrespected 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 theDilawri Foundation , weare also committed to making a meaningful impact in the communities weserve.

Discover how you can build your career withDilawri

The Dilawri Group of Companies – BC Region iscurrently seeking a CIC Aftersales Representative to join our CustomerInteraction Centre (CIC). This role operates in a hybrid remote/in‑person workformat and requires availability to work Tuesday through Saturday. The positionreports directly to the CIC Manager / BDC Manager.

As a key member of the CIC Aftersales team, theRepresentative plays an integral role in supporting multiple Dilawridealerships by delivering exceptional post-sale customer experiences throughinbound and outbound communications. This role contributes strategically todealership 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, ensuringoperational efficiency, customer retention, and brand consistency across theregion.

This a Commission Based position.

Primary Duties and Responsibilities

• Support inbound and outbound customercommunications (phone, email, text, and voicemail) for multiple Dilawridealerships
• Book and schedule service appointments tomaximize 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, andmonthly KPI targets as established by the CIC Manager
• Maintain up-to-date knowledge of all Service andParts product offerings across supported dealerships
• Coordinate and fulfill service customer mobilityneeds (e.g., shuttle, rental, loaner vehicles) within established guidelinesand available resources
• Accurately capture, update, and maintaincustomer 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, andprocess 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 ofeducation and relevant experience
• Previous customer serviceor call centre experience is considered an asset
• Strongcustomer service orientation with excellent verbal and writtencommunication skills
• Abilityto multitask effectively in a fast-paced, high-volume environment
• Highlyorganized with strong attention to detail and time management skills
• Proficientin 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 isconsidered an asset
• Legallyentitled 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:

• Discountedemployee vehicle purchase program
• Job-specificcoaching & training programs
• Employeewellness & assistance programs
• Employeesocial events

Build your career with a team thatis driven byexcellence,integrityand innovation.