Staff Trailblazer: Amber Neilson, Service Reception

Staff Trailblazer: Amber Neilson, Service Reception 

This month’s Trailblazer Award goes to Amber Neilson, one of Downtown Toyota Morningside’s Service Receptionists. Known for her optimism, focus, and genuine care for customers, Amber is often the first point of contact for those booking a car service in Brisbane.

From Bakery to Brisbane Toyota

Amber’s path to the dealership was not traditional. Before joining Downtown Toyota Brisbane, she worked as a supervisor at Flour & Chocolate in Morningside. Earlier, she lived in Rockhampton while completing school. Reflecting on her time at the dealership so far, Amber said she has “gained a plentiful amount of knowledge about the automotive industry” and continues to learn every day.

A Day in Service Reception

Amber shares the service desk with her colleague Tayla, forming the first point of contact for many customers. Together, they monitor phones, book vehicles for servicing and repairs, manage paperwork, and respond to customer emails. “I keep a mental checklist of my daily jobs,” she explained, “and I won’t go home unless they’re completed.”

Her motivation comes from supporting the service leaders, Vicki and Adam, and helping the team meet their Toyota Service Advantage targets. “If I can help reach our TSA booking goals, that’s really rewarding,” Amber said.

Problem-Solving and Growth

Amber recalls a moment that tested her creativity: arranging a booking for a customer who lived 11 hours away from their nearest Toyota dealership. “That was definitely a challenge, but it showed me how flexible we can be for customers,” she said.

Amber has a growth mindset, and her role has also become a platform for professional development. “I’ve gained so much industry knowledge, and I continue to build on it,” Amber said. For newcomers, her advice is simple, “take criticism with a grain of salt. You can only grow in a role after making a thousand mistakes.”

Amber shares the service desk with her colleague Tayla, forming the first point of contact for many customers. Together, they monitor phones, book vehicles for servicing and repairs, manage paperwork, and respond to customer emails. “I keep a mental checklist of my daily jobs,” she explained, “and I won’t go home unless they’re completed.”

Her motivation comes from supporting the service leaders, Vicki and Adam, and helping the team meet their Toyota Service Advantage targets. “If I can help reach our TSA booking goals, that’s really rewarding,” Amber said.

Problem-Solving and Growth

Amber recalls a moment that tested her creativity: arranging a booking for a customer who lived 11 hours away from their nearest Toyota dealership. “That was definitely a challenge, but it showed me how flexible we can be for customers,” she said.

Amber has a growth mindset, and her role has also become a platform for professional development. “I’ve gained so much industry knowledge, and I continue to build on it,” Amber said. For newcomers, her advice is simple, “take criticism with a grain of salt. You can only grow in a role after making a thousand mistakes.”

Culture and Contribution

Amber believes the dealership’s culture strongly shapes her approach. “The culture highly resembles a family structure. I respect my family; therefore, I respect my colleagues the same way,” she said.

She also recognises how her work impacts the bigger picture. “More bookings equal higher profit,” she noted, adding that the most important part of her role is “making a difference in a customer’s day.”

Looking Ahead

Looking to the future, Amber said her goal is always to give her best, no matter the role. “I just want to do the best I can in any role I work in and always progress.”

Away from the dealership, she enjoys playing social volleyball and has a strong appreciation for car culture. When asked about her secret to success, Amber put it plainly, “always be optimistic and not treating others, including customers, as less than.”

Why Service Reception Matters