CIC Aftersales Representative

Dilawri Overview

Join Canada’s Largest Automotive Group

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 automotive group and one of Canada’s Best Managed Companies. Dilawri operates over 80 franchised 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 a culture rooted in collaboration, accountability, and continuous learning. Our values of Excellence, Leading, Teamwork, Integrity, Innovation, and Giving Back guide how we work, how we lead, and how we serve our customers and communities. Through the

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Position Overview

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 work format 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 Dilawri dealerships by delivering exceptional post-sale customer experiences through inbound and outbound communications. This role contributes strategically to dealership performance by optimizing service appointment bookings, supporting customer satisfaction initiatives, and consistently achieving performance-based KPIs. The CIC Aftersales team serves as a central point of contact, ensuring operational efficiency, customer retention, and brand consistency across the region.

This a Commission Based position.

Primary Duties And Responsibilities

• Support inbound and outbound customer communications (phone, email, text, and voicemail) for multiple Dilawri dealerships
• 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 mobility needs (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 dealership partners to support customer demand and workflow priorities
• Participate in ongoing training, coaching, and process improvement initiatives
• Perform additional duties as assigned by the BDC Manager or CIC leadership

Qualifications Required

Education & Experience

• Post-secondary diploma or degree in Business or a related field, or an equivalent combination of education and relevant experience
• Previous customer service or call centre experience is considered an asset

Skills & Competencies

• Strong customer service orientation with excellent verbal and written communication skills
• Ability to 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
• Confident negotiation skills with a results-driven mindset
• Friendly, professional, and courteous phone demeanor
• Positive, adaptable, and team-oriented attitude
• Ability to work independently as well as collaboratively
• Fluency in 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 of leading professionals in the automotive industry, our benefits include:

• Discounted employee vehicle purchase program
• Job-specific coaching & training programs
• Comprehensive health & dental plans
• Employee wellness & assistance programs
• Employee social events

Build your career with a team that is driven by excellence, integrity and innovation.

Discover Dilawri.