Guest Satisfaction Lead

Tom Wood Automotive; Noblesville (IN); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

PTO & Vacation

Paid Holidays

Medical

Dental

Vision

401k with Company Match

Life

Disability

Training

Tuition Reimbursement

Service Awards

Career Advancement

Wisely & DailyPay

Job summary

Tom Wood Volkswagen Noblesville is seeking a Guest Satisfaction Lead to join our team. The successful candidate will be self-motivated, highly organized, and dedicated to supporting daily dealership operations while maintaining a clean, customer-focused environment.

This leadership role requires setting the standard for urgency, guiding team members, and ensuring a superior guest experience through proactive problem solving and clear communication across departments.

Qualifications

• Guest-first mindset
• Leadership mentality
• Strong communication skills
• Required-valid driver’s license with a clean driving record

Responsibilities

• Greet guests and support service advisors
• Schedule appointments as needed
• Call and confirm next day's appointments
• Maintain cleanliness of lot, service drive, and customer areas
• Manage vehicle flow (parking and pull-ups)
• Ensure vehicles are washed when appropriate
• Maintain shuttle readiness (clean and fueled)
• Communicate with team regarding tasks and runs
• Check water softener salt levels
• Refill fuel cans
• Remove scrap metal
• Clean dumpster area
• Inspect car wash and supplies
• Check oil tank batteries
• Set the standard for professionalism and urgency
• Take ownership of guest experience
• Support and guide team members
• Proactively identify and solve problems
• Communicate clearly with all departments

Skills

Guest experience

Leadership

Communication

Organizational skills

Driver's license

Job description

Tom Wood Volkswagen Noblesville is looking for a Guest Satisfaction Lead to join our team. The ideal candidate will be self-motivated and highly organized to support daily dealership operations while maintaining a clean, organized, and customer-focused environment. Lead by example in guest experience, sense of urgency, and cleanliness.

Daily Responsibilities

• Greet guests and support service advisors
• Schedule appointments as needed
• Call and confirm next day's appointments.
• Maintain cleanliness of lot, service drive, and customer areas
• Manage vehicle flow (parking and pull-ups)
• Ensure vehicles are washed when appropriate
• Maintain shuttle readiness (clean and fueled)
• Communicate with team regarding tasks and runs

Weekly Responsibilities

• Check water softener salt levels
• Refill fuel cans
• Remove scrap metal
• Clean dumpster area
• Inspect car wash and supplies
• Check oil tank batteries

Leadership Expectations

• Set the standard for professionalism and urgency
• Take ownership of guest experience
• Support and guide team members
• Proactively identify and solve problems
• Communicate clearly with all departments

Performance Metrics (Key Performance Index (KPIs):

• Maintain CSI (Customer Service Index) at or above benchmark
• Achieve 95%+ positive survey responses
• Maintain 4.5+ star online rating
• Ensure 100% task completion
• Zero missed critical responsibilities

Qualifications

• Strong work ethic and attention to detail
• Guest-first mindset
• Strong communication skills
• Leadership mentality
• Required-valid driver’s license with a clean driving record

Benefits

• PTO & Vacation
• Paid Holidays
• Medical
• Dental
• Vision
• 401k with Company Match
• Life
• Disability
• Training
• Tuition Reimbursement
• Service Awards
• Career Advancement
• Wisely & DailyPay

About Tom Wood Group

The Tom Wood Group is proud to be family-owned and locally operated for over 50 years. Since our start in 1967, the Tom Wood Group has grown outside of automotive to include many franchises with locations throughout the Midwest and New Zealand.

Our Core Values: Humbly Confident, Passionately Driven, Sincere Desire to Help Others, and Uncompromising Integrity

Offers of employment are contingent upon successfully passing a background screening including a criminal background check, a review of motor vehicle record, verification of social security number, and passing a drug test at a certified testing facility.

Tom Wood Group is an equal opportunity employer.