Customer Solutions Specialist

Are you an organised professional who enjoys helping people, solving problems, and getting the details right?

We're looking for a friendly, proactive Customer Solutions Specialist to join our windscreen repair and replacement business. We believe we're more than a business that fixes automotive glass—we are problem solvers. Our customers come to us because they need help, advice, and a solution they can rely on.

As an important part of our day-to-day operations, you will confidently manage customer enquiries over the phone and in person, take pride in creating an easy, supportive experience, and ensure every detail is captured accurately so our workshop team can deliver a positive outcome.

What you'll be doing

Customer Service & Bookings

- Respond warmly to incoming phone calls and welcome customers visiting our reception.
- Manage customer enquiries from the initial conversation through to a successful, fuss-free booking.
- Understand customer needs, ask the right questions, and provide clear, helpful advice regarding our services and insurance claims.
- Communicate patiently and professionally with people from diverse backgrounds, ensuring customers feel listened to.
- Maintain an productive workflow, keeping in mind that our customers rely on quick solutions to get back on the road safely.

Product Accuracy & Team Collaboration

- Identify the correct glass and product required for each vehicle using our structured processes.
- Work closely with our office staff, parts department, and workshop crew to confirm glass requirements and clarify any uncertain information.
- Ensure all job details are recorded accurately and completely—recognising when something doesn't look right and asking questions before proceeding.

Problem-Solving & Follow-Through

- Take ownership of customer enquiries, follow up on outstanding quotes, and keep customers informed.




- Identify potential scheduling or stock issues early and take proactive action to resolve them.
- Know when a routine issue can be resolved independently and when it needs to be escalated to management.

What we're looking for Experience in automotive glass, windscreen repair/replacement, or automotive service advising is highly regarded, but not essential.

You'll also bring:

- Strong attention to detail and a methodical approach to checking vehicle information.
- Excellent customer service skills with confidence speaking both over the phone and face-to-face.
- A practical, solutions-focused mindset and the initiative to resolve daily challenges.
- Good organisational skills with the ability to manage multiple tasks without losing track of details.
- Strong digital proficiency, including experience with Office 365 products.
- A willingness to learn, develop your automotive glass knowledge, and bring a pleasant, happy persona to work every day.

The person who will thrive here You genuinely enjoy helping people and take pride in making a customer’s and our teams day a little easier. On the phone or in person, you listen carefully, ask the right questions, and stay calm when things get busy. Because accuracy is crucial in the windscreen industry, you enjoy learning about different vehicles and pay close attention to details to ensure the correct product is ordered every time.

You do a great job staying engaged with your work and driving your tasks through to completion.



You are a natural collaborator who constructively navigates different personalities and working styles within our office and workshop crew, understanding that our success relies on mutual support. Ultimately, you are someone our customers can trust and our team can depend on.

If you bring this reliability, initiative, and genuine pride to work every day, you will truly thrive and find a long-term home with our family team.

What's in it for you

- The Best of Both Worlds: Enjoy the close-knit, supportive feel of a small family business, backed by the job security, training, and systems of a trusted national franchise.
- A Real Team, Not a Corporate Call Centre: Say goodbye to rigid, high-stress corporate metrics. Work in a friendly, down-to-earth environment where your voice is heard and your hard work is noticed by the owners daily.

- Comprehensive, Paid Training: New to the windscreen industry? No worries. Coupled with your existing developed communication skillset, we provide thorough, step-by-step training on our booking systems, parts identification, and services to set you up for success from day one.

- Stable Hours & Work-Life Balance: Enjoy dependable, consistent hours working Monday to Friday, 8:30 am to 5:00 pm, with no late nights or weekends, allowing you to easily plan your life outside of work.
- Competitive Pay & Perks: We offer an attractive above award hourly rate, Super, plus access to staff discounts and Flare Employee Benefits. Enjoy regular team meetings, uniforms, a modern workshop/office space, and an Employee Assistance Program (EAP) because we are truly invested in you and your family.

How to Apply If you are a customer-focused professional who believes great service starts with solving the right problem, we'd love to hear from you. Please submit your resume today! Applications close 9/12/2026.

📌 Customer Solutions Specialist (Wagga Wagga)
🏢 NOVUS GLASS WAGGA
📍 Wagga Wagga