Service Administrator

Hervey Bay Auto Group; Hervey Bay; On-site; AUD 50,000 - 65,000; Full time

Job summary

Hervey Bay Auto Group is seeking an experienced Service Administrator to join our busy Service Department in Hervey Bay. You will be the first point of contact for customers, handling bookings, orders, and daily administrative tasks with a strong focus on accuracy and service quality.

The role requires exceptional communication skills, a professional telephone manner, and the ability to multitask in a fast-paced environment.

Qualifications

• Experience in administration, reception, or a similar role.
• Excellent communication and interpersonal skills.
• Professional and confident telephone manner.
• Strong computer literacy and data entry skills.
• Excellent organisational and time management abilities.
• Ability to multitask and prioritise in a busy environment.
• High attention to detail and accuracy.
• Strong problem-solving skills.
• Commitment to delivering outstanding customer service.

Responsibilities

• Answer incoming telephone calls and direct enquiries appropriately.
• Welcome customers professionally and create a positive first impression.
• Schedule and manage service appointments.
• Prepare and process repair orders accurately and efficiently.
• Gather and maintain accurate customer information, including contact details.
• Liaise with customers regarding service bookings, vehicle status updates, and transportation requirements.
• Follow up customers who have not responded to service bookings.
• Coordinate parts requirements and future bookings.
• Identify and manage priority repairs, waiting customers, and comeback repairs.
• Maintain accurate records, filing systems, and service documentation.
• Reconcile daily cash transactions and associated documentation.
• Complete VIN checks and ensure repair order accuracy.
• Prepare customer loan vehicle agreements when required.
• Assist with departmental administration and other duties as directed.
• Contribute to continuous improvement initiatives and exceptional customer satisfaction outcomes.

Skills

Communication

Customer service

Telephone manner

Data entry

Organisational skills

Multitasking

Attention to detail

Problem solving

Customer service excellence

Tools

MS Office

Job description

Hervey Bay Auto Group (HBAG), part of the Pickerings Group of Companies, is one of the Fraser Coast's largest and most respected automotive dealership groups. Representing a range of leading vehicle brands, HBAG has built a reputation for delivering exceptional customer experiences and industry-leading service standards. With a strong focus on people, teamwork, and professional development, we provide our employees with the support, training, and opportunities needed to build rewarding long-term careers while making a positive contribution to our local community.

An exciting opportunity has become available for an experienced and customer-focused Service Administrator to join our busy Service Department.

If you thrive in a fast-paced environment, enjoy helping people, and have outstanding administration and communication skills, we'd love to hear from you.

About Hervey Bay Auto Group

Hervey Bay Auto Group (HBAG), part of the Pickerings Group of Companies, is one of the Fraser Coast's largest and most respected automotive dealership groups. Representing a range of leading vehicle brands, HBAG has built a reputation for delivering exceptional customer experiences and industry-leading service standards. With a strong focus on people, teamwork, and professional development, we provide our employees with the support, training, and opportunities needed to build rewarding long-term careers while making a positive contribution to our local community.

An exciting opportunity has become available for an experienced and customer-focused Service Administrator to join our busy Service Department.

If you thrive in a fast-paced environment, enjoy helping people, and have outstanding administration and communication skills, we'd love to hear from you.

About the Role

As a Service Administrator, you will be the first point of contact for our customers and play a critical role in supporting the daily operations of the Service Department. You will provide exceptional customer service while ensuring service bookings, repair orders, customer communication, and administrative processes are completed accurately and efficiently.

This position is ideal for someone who enjoys working with customers, has strong attention to detail, and can confidently manage competing priorities.

Key Responsibilities

• Answer incoming telephone calls and direct enquiries appropriately.
• Welcome customers professionally and create a positive first impression.
• Schedule and manage service appointments.
• Prepare and process repair orders accurately and efficiently.
• Gather and maintain accurate customer information, including contact details.
• Liaise with customers regarding service bookings, vehicle status updates, and transportation requirements.
• Follow up customers who have not responded to service bookings.
• Coordinate parts requirements and future bookings.
• Identify and manage priority repairs, waiting customers, and comeback repairs.
• Maintain accurate records, filing systems, and service documentation.
• Reconcile daily cash transactions and associated documentation.
• Complete VIN checks and ensure repair order accuracy.
• Prepare customer loan vehicle agreements when required.
• Assist with departmental administration and other duties as directed.
• Contribute to continuous improvement initiatives and exceptional customer satisfaction outcomes.

What We're Looking For

Essential Skills & Experience

• Previous experience in administration, reception, customer service, or a similar role.
• Exceptional communication and interpersonal skills.
• Professional and confident telephone manner.
• Strong computer literacy and data entry skills.
• Excellent organisational and time management abilities.
• Ability to multitask and prioritise in a busy environment.
• High attention to detail and accuracy.
• Strong problem-solving skills.
• Commitment to delivering outstanding customer service.

Personal Attributes

• Friendly, approachable, and professional.
• Honest, reliable, and trustworthy.
• Team-oriented with a positive attitude.
• Resilient and adaptable.
• Customer-focused mindset.
• Able to work with minimal supervision.
• Demonstrates integrity and accountability in all aspects of their work.