LANE MANAGER

Gettel Automotive Group•Sarasota, FL

5d•Onsite

About The Position

The Lane Manager is responsible for overseeing porter/valet interactions with customers and managing the scheduling of each porter/greeter. This role involves coaching service advisors on real-time customer experience, evaluating writer performance using core competency score sheets, and acting as a backup service salesperson when needed. The Lane Manager will spend the first two hours of each day in the drive, orchestrating the team, and ensuring the security of administrative materials and work areas. Additionally, this position supports advisors in upselling by closing sales using the turnover process, managing the repeat repair process, and reporting any safety or integrity concerns to management. The Lane Manager will also become proficient in the department's computer systems, including the RR multi-Point tool, to train other service associates. Maintaining a professional appearance, keeping the reception area clean, and assisting with special assignments are also key duties.

Requirements

Experience in managing customer interactions and scheduling.
Ability to coach and provide real-time feedback.
Proficiency in using computer systems, including specific tools like RR multi-Point.
Ability to train other associates.
Professional appearance and adherence to uniform standards.
Ability to maintain a clean and organized work area.

Nice To Haves

Experience as a service salesperson.
Familiarity with the "my pleasure" customer contact process.

Responsibilities

Managing porter/valet interaction with customers and scheduling of each porter/greeter.
Coaching adviser on customer experience in real time.
Use the core competency score sheets and evaluate each writer a minimum of 2 times a week.
Email the results by Friday, 5:00 pm, to GM, SM and corporate associates.
Act as a backup service salesperson in the absence of the service advisors.
Spend the first 2 hours of every day in the drive orchestrating the team.
Maintain the security of all administrative materials and work areas.
Upsell support for advisers (closing sales using the turnover process).
Turnover of the customer, by name, to the advisers.
Manage the repeat repair process.
Report to management any situation or condition that jeopardizes the safety, welfare, and/or integrity of the dealership, its employees, or its customers.
Become trained and the champion in the use of the department’s computer system(s) and be proficient enough to train other service associates. Including RR multi-Point tool.
Maintain a professional appearance including a standard uniform with proper identification.
Keep the reception area clean and organized.
Assist in any special assignments as designated by Service Manager.
Implement the 10 – 5 – First – Last “my pleasure” customer contact process.