Customer Experience Specialist (CES)

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 Care Specialist (CES) serves as a key customer-facing role within the dealership and is often the first point of contact for customers, visitors, and callers. This position is responsible for delivering an exceptional customer experience by greeting customers, supporting service reception operations, and providing administrative assistance across multiple departments.

SPECIFIC RESPONSIBILITIES:

CUSTOMER SERVICE & GUEST EXPERIENCE

• Serve as the first point of contact for customers, visitors, and callers, creating a welcoming and professional experience.
• Assist customers by identifying their needs and connecting them with the appropriate department or team member.
• Address customer inquiries and concerns in a courteous, timely, and professional manner.
• Maintain a positive customer experience throughout all interactions.

SERVICE RECEPTION

• Support the service check-in process, including gathering customer and vehicle information.
• Complete vehicle walkarounds and inspections in accordance with dealership standards.
• Whenever possible, perform the vehicle walkaround with the customer present, documenting and verbally identifying any existing damage or concerns during the video inspection.
• Communicate all findings, customer concerns, and potential repair opportunities to the Service Advisor.
• Accurately document customer concerns, requested services, and appointment details.

ADMINISTRATIVE SUPPORT

• Maintain accurate customer records and dealership documentation.
• Provide administrative support to Service, Sales, Parts, Financial Services, and Accounting departments as required.
• Assist with customer communication, dealership programs, and other operational initiatives.
• Contribute to the organization and upkeep of customer-facing areas and dealership systems.

PROFESSIONAL DEVELOPMENT & TEAM SUPPORT

• Participate in required training and ongoing professional development.
• Follow dealership policies, procedures, and safety standards.
• Work collaboratively with team members to support dealership goals and deliver exceptional customer experiences.
• Perform other duties as assigned.

QUALIFICATIONS/ REQUIREMENTS:

• Minimum 1 year of customer service experience.
• High School Diploma or equivalent preferred.
• Strong communication and interpersonal skills.
• Proficiency with computer systems and office software.
• Experience with Google Workspace is considered an asset.
• Must be at least 18 years of age.
• Valid Class G Driver's License.
• Satisfactory driver's abstract with no major convictions.
• Clear criminal background check.

CORE COMPETENCIES:

• Builds trust through professional and consistent customer interactions.
• Maintains a positive, solution-focused approach to customer service and problem resolution.
• Self-motivated with an ability to work independently in a fast-paced environment.
• Strong team player who contributes to a seamless and consistent customer experience across departments.
• Friendly and respectful communicator with customers and team members.
• Reliable and accountable on following through on commitments and responsibilities.
• Committed to continuous improvement in service quality, processes, and customer experience.

If you feel you meet the above experience and qualifications, please submit your cover letter and resume. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Job Type: Full-time

Pay: $18.00-$21.00 per hour

Benefits:

• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Store discount

Education:

• Secondary School (required)

Experience:

• Customer service: 1 year (required)

Language:

• English (required)

Licence/Certification:

• Class G Licence (required)

Location:

• Thunder Bay, ON (required)

Work Location: In person