Auto West Group  


Based in Richmond, BC, The Auto West Group is one of the top luxury automotive groups in Canada. Established in 1986, as the first BMW importer in Western Canada, the Auto West Group has grown to over 180 team members, and three of Canada’s leading retail facilities: Auto West BMW, MINI Richmond, and Auto West Infiniti.

At the Auto West Group (AWG), we are exceptionally driven. Our mission is to consistently drive premium service, that builds customer and employee relationships for life. Passion, performance, and innovation are at the core of the brands we represent, and therefore at the Auto West Group, we strive to be exceptional in everything we do. We believe our success begins first with the dynamic and driven individuals on our team, to our award winning facilities, and the honest and hands-on service we provide our customers.

Inbound Customer Service Representative

Position Purpose:

Reporting and responsible to the Business Development Centre (BDC) Manager, the Inbound Customer Service Representative is directly responsible and accountable for our front-line contact for all incoming telephone, email, and chat inquiries.

Main Job Responsibilities:

• Answering all switchboard calls, emails, and chats professionally, within brand guidelines, while providing superior customer service.
• Adding value to both the customer experiences and business volume through the accurate directing of customer requests.
• Deescalating first-level customer concerns through active listening and probing questions.
• Accurately gathering, confirming, and entering all customer information where required.
• Completing all documentation required for calls, emails, and chats.
• Actively updating and maintaining customer databases.
• Practicing team engagement and team work.
• Using flexible and effective communication styles to build rapport to overcome communication barriers.
• Providing overflow support to BDRs and coverage as required.
• Other duties as assigned.

To succeed in this position you will possess:

• Minimum 2 years inbound contact centre/ call centre experience, preferably working with a luxury customer-base.
• Excellent customer presentation skills.
• Demonstrated ability to excel in a process-driven environment.
• Exceptional verbal, written and listening skills.
• The ability to consistently manage multiple tasks and deadlines simultaneously.
• A strong attention to detail and accuracy.
• Ability to excel in a collaborative team environment.
• Positive, high energy individual with a can-do attitude.
• The desire to perform with honesty and integrity in all customer and employee interactions.
• Ability to overcome customer rejection.
• Demonstrated ability to communicate in English, Mandarin, and Cantonese (verbally and in writing) is preferred.

To apply for this position please send your cover letter and resume (RE: ICSR) to attn: Human Resources at