Service Advisor / Customer Service Officer
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Are you a passionate automotive professional looking to advance your career?
Smart AVR is a fast-growing, Australia-wide automotive service provider with workshops in Nerang (QLD), Gold Coast, Brisbane, Melbourne, and Canberra. We're currently seeking an experienced Customer Service Officer to join our dynamic team at our Nerang, QLD location.
The Opportunity
Smart AVR is seeking a motivated and experienced Service Advisor / Customer Service Officer to be the key link between our customers and workshop team.
This role is critical in delivering a high-quality customer experience while ensuring efficient workflow, scheduling, and communication across the business. You will be a part of the Central Hub of the business.
You will be responsible for managing bookings, coordinating jobs, handling customer enquiries, and supporting the smooth operation of our calibration services.
Role responsibilities Customer Service & Communication
* Act as the first point of contact for customers (phone, email, and in-person)
* Build strong relationships and deliver a professional, friendly experience
* Accurately identify and document customer needs and vehicle requirements
* Provide clear explanations of services, timelines, and outcomes
* Handle customer enquiries, concerns, and follow-ups
Scheduling & Workflow Coordination
* Manage daily job scheduling using ServiceM8 and internal systems
* Coordinate workshop bookings to maximise efficiency and minimise downtime
* Liaise with technicians to ensure jobs are completed on time
* Monitor job progress and keep customers updated throughout the process
* Prioritise urgent work and adapt schedules as needed
Parts & Job Management
* Order and manage automotive parts required for jobs
* Real Time Billing from Central Hub
* Liaise with suppliers and ensure timely delivery of components
* Prepare quotes, estimates, and invoices
* Ensure all job details, parts, and labour are accurately recorded
Administrative & CSO Duties
* Maintain accurate customer records and job files
* Manage email communications and booking confirmations
* Ensure all systems (ServiceM8, CRM, email) are up to date
* Support general office and operational tasks
* Work closely with technicians and management
* Support a positive, team-focused work environment
* Assist in improving processes and workflow efficiency
* Contribute to achieving business and customer satisfaction goals
Skills & Experience Required
* Previous experience as a Service Advisor, CSO, or similar role in the automotive industry
* Strong knowledge of automotive services, parts, or workshop operations
* Ideally 5 years within the industry
* Ideally, management skills
* Experience using job scheduling systems (preferably ServiceM8 or similar)
* Excellent communication and customer service skills
* High attention to detail and organisation
* Ability to multitask and manage time effectively in a fast-paced environment
* Positive attitude and ability to work within a team
* Understand workflow accountability
* Central Resource
* Strong problem-solving ability
* Time management & prioritisation
* Professional communication
* Reliability and accountability
Why Join Smart AVR
* Work in a specialised and growing automotive calibration business
* Be part of a supportive and driven team
* Opportunity to grow within the company
* Fast-paced and rewarding environment
* We are employing for the future of Smart AVR
We champion our Team, because it's our people that set us apart and drive our business' success. We focus on individual strengths and value differences to bring the best out of people, enhancing their skills and capabilities to build fulfilling careers.
AMA Group is an equal opportunity employer. We are dedicated to finding the best fit for every role. All qualified applications will be considered regardless of gender identity or expression, age, religion, national origin, disability, or sexual orientation.
No matter who you are, if you have the drive and talent to progress, when you're part of our Team, you're going places.
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