WANT TO WORK****for one of Canada’s Best Managed Companies?

Dilawri Group is now actively searching for anAppointment Coordinator/Service Receptionto join the team atThorncrest Ford.

The primary function of this role is to deliver exceptional customer service by managing incoming calls, coordinating service appointments, and supporting customer retention initiatives within the Service Department.

Apply to this position if you:

• Thrive in a fast-paced, customer-focused environment

• Have strong communication skills and a professional telephone manner

• Enjoy organizing schedules and coordinating appointments

• Take pride in delivering an outstanding customer experience

• Are detail-oriented and able to multitask effectively

Pay Scale: $20.00 per hour

Key Responsibilities:

Telephone & Appointment Coordination

• Operate a multi-line telephone system and direct calls efficiently to the appropriate department

• Answer all incoming calls promptly in a courteous and professional manner

• Minimize customer hold times and check in regularly with callers on hold

• Take accurate, detailed messages and ensure timely follow-up

• Schedule, confirm, and manage service and sales appointments

• Promote manufacturer-recommended maintenance and dealership after-sales services

• Filter and prioritize incoming calls as requested by management

Customer Retention & Follow-Up

• Conduct follow-up calls with Service customers within 48 hours to ensure satisfaction

• Perform service reminder calls to support ongoing maintenance and retention

• Assist with customer satisfaction and retention initiatives and special projects

• Prepare and distribute communications (mailers, emails, etc.) to customers

• Contribute ideas to improve customer experience and retention programs

Reception & Customer Service Support

• Greet and welcome customers to the dealership in a professional and friendly manner

• Direct customers to the appropriate department and notify team members of arrivals

• Support Service customers after hours as required

• Act as back-up reception support when needed

• Maintain a clean, organized, and professional front desk environment

Administrative & Team Support

• Prepare and manage correspondence related to customer interactions

• Participate in Service Department meetings and training sessions

• Support various administrative functions across departments as needed

• Cross-train to support reception, service follow-ups, and related roles

Qualifications:

• Excellent telephone etiquette and communication skills

• Strong organizational skills and attention to detail

• Friendly, professional, and customer-focused attitude

• Ability to multitask and manage competing priorities

• Problem-solving mindset with a proactive approach

• Ability to remain calm under pressure

• Team-oriented with a collaborative mindset

• Previous reception or customer service experience is an asset

• Dealership experience is considered an asset

What We Offer:

• Competitive compensation

• Comprehensive benefits package

• Ongoing training and development

• Career growth and advancement opportunities

• Employee discount programs

• A supportive and collaborative team environment

ABOUT US

Dilawri Group of Companies represents 83 dealerships nationwide with 23 dealerships in Ontario! We offer a performance-driven culture that focuses on success through teamwork, a passion for excellence and providing an exceptional customer experience. We offer a “promote from within culture”, a collaborative and inclusive work environment, that encourages creativity and professional growth.

Dilawri Group of Companies is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status.