Do you have a passion for providing customers with an experience that goes beyond meeting the basic requirements, enjoy solving customer concerns and have a track record to prove it? If you can confidently answer yes to these questions, you are the person we are looking for.

At Wayne Toyota, we are invested in our dedicated team of professionals and take pride in providing outstanding products and services to our customers.

The Customer Service Representative is responsible for providing a professional, friendly, and positive experience for customers throughout their interactions with Wayne Toyota. This position provides flexible customer service across fixed operations, with an emphasis on service appointment coordination and service advisory work, based on operational needs.

A. SPECIFIC RESPONSIBILITIES: GENERAL

- Maintain a high level of grooming, hygiene and dress consistent with the duties of the position. This may include wearing uniforms designated by management.
- Acts as a key holder and is responsible for opening and/or closing the Service Department as required. This includes securing the service drive and ensuring all closing procedures are completed.
- Assist management with escalated customer service concerns by providing feedback and solutions to resolve underlying dealership issues.
- Provide a skilled, friendly and welcoming experience to all customers.
- Respond to customer inquiries and requests in person, by telephone, email and text message.
- Maintain accurate customer information and documentation in dealership systems.




- Provide flexible coverage and support across the dealership as operationally required.
- Support dealership administrative duties as required, including data entry, filing, customer information updates and other related tasks.
- Perform other duties as assigned by management.

B. SERVICE APPOINTMENT COORDINATION

- Book service appointments through inbound activities including phone calls, email, text messages and in-person requests.
- Conduct outbound appointment booking activities through phone calls, email and text messages.
- Verify and update customer contact information in the dealership management and CRM systems.
- Support appointment volume and customer-contact objectives established by management.

C. SERVICE ADVISOR

- Perform service guest check-in, customer inquiries, concerns and service requests.
- Listen to customer needs and assist with appropriate service, repair and maintenance recommendations within the scope of the position.
- Assist with vehicle walk-arounds, documenting existing damage and identifying areas requiring attention.
- Explain applicable maintenance services and provide accurate service and repair quotes as directed by the service department.




- Competent in the presentation and sale of recommended maintenance and repair services based on customer needs.
- Provide follow-up regarding appointments, service recommendations, vehicle status and concerns.

QUALIFICATIONS

- Minimum 2 years of customer service experience
- Valid G class drivers licence
- Previous experience in a service, reception, appointment coordination or customer-facing automotive role is considered an asset.
- Strong verbal and written communication skills.
- Excellent customer service and interpersonal skills.
- Strong organizational skills and attention to detail.
- Comfortable handling customer concerns and resolving or escalating issues appropriately.
- Confident working with and learning new computer software and dealership management systems.
- Ability to work independently while also supporting multiple departments and team members.
- Ability to adapt to changing priorities and provide coverage where operationally required.

We thank all applicants for their interest. Only applicants selected to participate in the screening process will be contacted.

Pay: $55,200.00-$61,200.00 per year

Benefits

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Application question(s):
- This position requires availability to work Tuesday and Wednesday evenings until approximately 9:30 pm, as well as Saturdays. Are you able to consistently accommodate this work schedule?

Experience:
- Customer service: 2 years (preferred)

Language:
- English (preferred)

Work Location: In person

📌 Customer Service Representative (Thunder Bay)
🏢 Wayne Toyota
📍 Thunder Bay