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 robust 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.

#J-18808-Ljbffr

📌 CIC Aftersales Representative (British Columbia)
🏢 Dilawri Group of Companies
📍 British Columbia