Guest Satisfaction Lead

Volkswagen - Tom Wood of Noblesville•Noblesville, IN

About The Position

Tom Wood Volkswagen Noblesville is seeking a self-motivated, highly organized Guest Satisfaction Lead to support daily dealership operations and maintain a clean, organized, customer-focused environment. The lead sets an example through guest service, urgency, and cleanliness; supports service advisors and team members; and helps ensure dealership tasks and vehicle flow are handled effectively. The role includes daily guest greeting and appointment support, confirming appointments, maintaining customer and service areas, managing vehicle movement, ensuring appropriate vehicle washing, keeping the shuttle ready, and communicating task assignments. Weekly duties include checking and replenishing supplies and completing facility and equipment checks. The position is measured against guest satisfaction and operational KPIs, including maintaining CSI at or above benchmark, achieving at least 95% positive survey responses, maintaining a 4.5-star or higher online rating, completing all tasks, and avoiding missed critical responsibilities. Employment offers are contingent on passing background screening, motor vehicle record review, social security number verification, and a drug test.

Requirements

Strong work ethic and attention to detail.
Guest-first mindset.
Strong communication skills.
Leadership mentality.
Valid driver's license with a clean driving record.
Successfully pass the required background screening, including a criminal background check, motor vehicle record review, social security number verification, and drug test.

Responsibilities

Greet guests and support service advisors.
Schedule appointments as needed.
Call and confirm the following day's appointments.
Maintain cleanliness of the lot, service drive, and customer areas.
Manage vehicle flow, including parking and pull-ups.
Ensure vehicles are washed when appropriate.
Keep the shuttle clean and fueled.
Communicate with the team regarding tasks and runs.
Check water softener salt levels weekly.
Refill fuel cans weekly.
Remove scrap metal weekly.
Clean the dumpster area weekly.
Inspect the car wash and supplies weekly.
Check oil tank batteries weekly.
Set the standard for professionalism and urgency.
Take ownership of the guest experience.
Support and guide team members.
Proactively identify and solve problems.
Communicate clearly with all departments.
Maintain CSI at or above benchmark, achieve 95% or more positive survey responses, maintain a 4.5-star or higher online rating, ensure 100% task completion, and avoid missed critical responsibilities.