CUSTOMER EXPERIENCE COORDINATOR

Bookings, Billing & Exceptional Customer Care

Premium Automotive | Sunshine Coast | Maroochydore If you're genuinely exceptional at looking after people, we want to meet you !

Premium Automotive is looking for an outstanding Customer Experience Coordinator to join our team.

This is not a Service Advisor position, and you do not need to come from the automotive industry.

We're looking for something more important.

We want someone who genuinely loves helping people.

Someone warm, organised, switched on and incredibly reliable.

Someone who remembers the little things, follows through on what they say they'll do, communicates beautifully and takes real pride in making a customer's day easier.

If that sounds like you, keep reading.

WHY THIS ROLE IS DIFFERENT

At Premium Automotive, customer service isn't an afterthought. It's one of the biggest reasons our customers choose us.

We've built a successful, growing automotive workshop around doing things differently - exceptional communication, quality workmanship, transparency, thorough inspections and genuinely looking after people.

We want our customers to feel like they've finally found a mechanical workshop they can trust.

This role sits right at the centre of that experience.

You'll work alongside our experienced Service Advisors and workshop team, helping make sure every customer interaction is warm, organised and professional.

The Service Advisors handle the technical side.

You help make the entire customer experience exceptional.

ABOUT PREMIUM AUTOMOTIVE

Premium Automotive is a well established independent automotive workshop on the Sunshine Coast. We're a quality-first business. We don't believe in rushed work, band-aid repairs or treating customers like numbers.

We believe in doing things properly.

That means high-quality workmanship, honest communication, thorough vehicle inspections, strong systems, a clean professional environment and building long-term relationships with our customers.

We're proud of the reputation we've built, but we're also ambitious about where we're going.

We're continuing to improve our systems, customer experience and the way we operate, and we want great people to grow with us.

WHY YOU'LL LOVE WORKING HERE

You won't be expected to figure everything out on your own. You'll be joining an established team with experienced Service Advisors, technicians, workshop leadership and owners who genuinely care about building a great business and a great place to work.

We'll teach you our systems, how the workshop operates and the automotive terminology you need.

We don't expect you to diagnose cars or become a mechanic, or learn the lingo.

What we're really hiring for is the part that's much harder to teach:

Your attitude.

Your communication.

Your organisation.

Your ability to make people feel genuinely looked after.

And if you're ambitious, capable and enjoy taking responsibility, there will be opportunities to develop your role as the business continues to grow.

WHAT YOU'LL ACTUALLY BE DOING





You'll help own the customer journey from the first phone call through to the final invoice and follow-up.

Your day will include

- answering incoming calls warmly and professionally
- responding to customer emails and text messages
- making and managing bookings
- confirming appointments
- welcoming customers when they arrive
- coordinating vehicle drop-offs and collections
- keeping customer details and bookings organised
- preparing invoices and processing payments
- emailing invoices, receipts and documentation
- supporting our Service Advisors with customer administration
- helping customers with general enquiries
- following up customers and information when required
- helping organise future bookings
- checking that nothing has been missed
- keeping the front office organised and professional
- helping create a welcoming environment every day
- making sure our customers never feel forgotten

WHO WE'RE LOOKING FOR

We're looking for the person everyone describes as: "They're just brilliant with people."

You might currently work in hospitality, hotels or resorts, medical reception, aviation, travel, professional administration, real estate, retail, luxury retail or another busy customer-facing environment.

Automotive experience would certainly be helpful.

But it is absolutely not essential.

In fact, we'd much rather hire an exceptional customer service person and teach them automotive than hire someone with industry experience who doesn't genuinely enjoy looking after customers.

YOU'LL PROBABLY BE GREAT AT THIS IF YOU...

- genuinely enjoy helping people
- naturally speak to people with warmth and kindness
- communicate clearly and confidently
- are comfortable speaking on the phone
- write professional emails and messages
- are highly organised and notice small details
- remember things other people forget
- follow tasks all the way through
- don't like leaving loose ends
- are comfortable learning new systems
- can manage several priorities without falling apart
- stay calm when a customer is frustrated or stressed
- take ownership instead of blaming somebody else
- are coachable and respond well to feedback
- enjoy working closely with a team
- take pride in doing things properly
- bring positive energy into the workplace

Most importantly, you care. You care whether the customer received the email.

You care whether someone called them back.

You care whether the booking was entered correctly.

You care whether the invoice makes sense.

You care whether the person standing at the counter feels acknowledged.

You care whether the customer leaves feeling looked after.

That's who we're looking for.

WHAT GREAT CUSTOMER SERVICE MEANS TO US

Customer service isn't simply smiling and being polite. It's following through.

It's doing what you said you would do.





It's calling someone before they need to chase you.

It's recognising when someone is confused and taking an extra minute to help them.

It's staying calm when another person isn't.

It's remembering that a broken-down car might be an everyday occurrence to us, but it can completely disrupt somebody else's week.

It's looking for solutions, taking ownership and making things easy.

We want customers to walk away from Premium Automotive thinking:

"Wow, they really looked after me."

WHAT YOU DON'T NEED

You don't need to know how to rebuild an engine. You don't need to understand every component of a car.

You don't need to be an experienced Service Advisor.

And you don't need years of automotive experience.

We already have people who are outstanding at those things.

What we need is someone who can become exceptional at your part of the business.

We'll provide training and support around our booking and workshop systems, invoicing, customer communication, basic automotive terminology and how our workshop operates.

We don't expect you to know everything on day one.

We do expect you to be curious, coachable and eager to improve.

WHAT WE OFFER

- A stable role within an established and growing Sunshine Coast business
- A supportive and experienced team around you
- Training and support while you learn the industry
- A clean, professional and organised workplace
- A business that genuinely values exceptional customer service
- Owners who are actively investing in better systems and a better workplace
- The opportunity to take real ownership of your role
- Career development as the business grows
- Competitive remuneration based on experience
- Superannuation and employee benefits

THIS PROBABLY ISN'T FOR YOU IF...

You don't genuinely enjoy dealing with customers. You regularly forget to follow things up.

You avoid taking ownership when something goes wrong.

You become defensive when given feedback.

You dislike busy environments where priorities can change.

You prefer saying "that's not my job" rather than helping the team find a solution.

Or you're looking for a role where you can simply complete a list of tasks without thinking about the person on the other side of them.

We're looking for someone who wants to care about the outcome, not just complete the task.

SOUND LIKE YOU?

If you've been reading this thinking: "This is me."

We genuinely want to hear from you.

And if you've never worked in automotive before, please don't let that stop you applying.

Somewhere on the Sunshine Coast is an incredible customer service person who may never have considered working in the automotive industry.

You might be exactly who we're looking for.

Send through your resume along with a short introduction telling us a little about yourself, your customer service background and why you love looking after people.

We're much more interested in finding an exceptional person than finding the perfect resume.

If customer service is your thing, we want you.

Email to - [email protected]

Premium Automotive Maroochydore

Sunshine Coast

📌 CUSTOMER EXPERIENCE COORDINATOR (Maroochydore)
🏢 Premium Automotive
📍 Maroochydore