Team Lead

Carriage-House-Car-Wash; Sharonville (OH); On-site; USD 18,000 - 25,000; Full time

Job summary

Carriage-House-Car-Wash is seeking a Team Lead who loves managing people, delivering exceptional guest experience, and ensuring safe, high-quality wash operations at the site. In this role you will onboard new team members, plan daily routines, manage staffing, and act as the first escalation point.

You will stay observant of wash quality and drive excellent customer service throughout the day. The ideal candidate combines strong communication, flexibility for weekend hours, and a professional

Qualifications

• Must display courteous and professional attitude.
• Excellent customer service to ensure optimum satisfaction.
• Able to work flexible hours, including weekends.
• Able to lift items of moderate weight and stand for long periods.

Responsibilities

• Onboard new team members in the first 90 days and provide ongoing training.
• Create daily plans, routines, and staffing rotations.
• Manage escalation tree and fill staffing gaps as needed.
• Ensure opening/closing checklists and daily site checks are followed.
• Monitor wash quality and equipment, addressing issues promptly.
• Greet customers, explain services, and process payments to satisfaction.

Skills

Team leadership

Customer service

Communication

Flexible hours

Stand for long periods

Driver's license

Professional attitude

Education

High School diploma or equivalent

Valid driver's license

Job description

A Team Lead shows a passion for our business, is growing in their ability to manage
and direct others, enjoys both the site operations and guest experience aspects of the business,
and has natural strengths for engaging with customers. Our Leads thrive on taking on more
responsibility and are comfortable making decisions in the moment when direction is not
provided.
Team Leads are not afraid to make a decision, and they enjoy the challenge of making others on
the team as successful as possible. They observe what is happening each moment throughout
the day and ensure that all aspects of our routines are completed well. They show exemplary
customer service and have an observant eye to ensure wash quality and safe wash operations
are consistent throughout the day.
Team Leads show promising management potential. They are comfortable being the “go to” when
in the leadership role at the site. They can be the first point of escalation, and they are willing to
go the extra mile to ensure every day. They are responsible for maintaining focus and embracing
Carriage House’s organizational values (House Values), mission, vision, and purpose. Promote our values...

"Live by our H.O.U.S.E values" (Helpful, Observant, Urgency, Safety and
Excellence)

ESSENTIAL FUNCTIONS

PEOPLE

• New team member on-boarding (first 90-day training sequence; ongoing training)
• Planning (daily plans, routines, and rainy-day projects)
• Create daily team member rotation schedule by role and personal breaks
• Change management communication (direct with team members and white boards)
• Work with team members to meet or beat monthly goals
• Fill in staffing gaps as they occur
• Manage escalation tree (order of phone call escalations)
• Monthly team meetings – help plan and lead

OPERATIONS & QUALITY

• Ensure opening and closing checklists are properly followed without gaps
• Daily site checklists are followed and documented
• Hourly - review wash bay and equipment room for any equipment issues; resolve or
  elevate as necessary
• Monitor wash quality continually and immediately address shortages (drying / blowers,
  tire shine, cleaning effectiveness and brush contact, and water quality – RO TDS
  monitoring)
• Carry out periodic maintenance of equipment used in washing to keep them in proper
  working order
• Perform cleaning of facility and ensure everything is kept in the appropriate place and
  organized
• Move or direct cars into the wash area with a pleasant, focused, and competent attitude
  Carry out visual inspection of vehicles to confirm their condition before sending them into
  the wash area
• Ensure company policies and procedures are adhered to in carrying out given tasks daily
• Ensure vacuums are unclogged, trash cans emptied, and hoses properly hung

GUEST EXPERIENCE

• Maximize team member visibility and engagement with customers at kiosks and vacs
• Communication, communication, communication with radios among the team
• Uphold safety standards (e.g., ensure eStop used for cleaning tunnel, loading cars, eye protection worn in equipment room, and ear protection in
  blower room, etc.)
• Handle damage claims following the process
• Participate in wash process and apply car wash equipment
• Greet customers courteously and explain available wash services to them; take and
  process wash payments to the satisfaction of customers and car wash
• Help customers in any area concerning car wash process
• With a sense of urgency, ensure the right thing is done at the right time with customers,
  home office, and fellow team members

Requirements

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to display courteous and professional attitude
• Excellent customer service skills to ensure optimum customer satisfaction
• Strong ability to work flexible hours, such as weekends
• Ability to work standing over long periods of time
• Ability to lift items of moderate weight
• Ability to work outdoor and be efficient in all weather conditions
• Ability to work swiftly to deliver washed vehicles to customers in record time
• Ability to interact ethically with fellow employees and customers
• Possess high school diploma together with training or/and a year customer service
  experience in related occupation; alternatively, equivalent combination of experience and
  education
• Possess valid and current driver’s license
• Excellent written and oral communication skills, as well as interpersonal skills
• Strong ability to handle the physical demand of the job
• Experience driving vehicles of different types, including automatic and manual cars
• Knowledge of cars and their parts, tools and other necessary equipment
• Ability to follow directions and correctly implement tasks.

EDUCATION AND WORK EXPERIENCE

• High School diploma or equivalent.
• Must have and maintain a valid driver’s license

PHYSICAL DEMANDS

• Must be able to perform job functions that require lifting and/or carrying single items weighing at least 50 lbs.
• This position may require other activities such as pulling, pushing, twisting, bending,
  climbing and reaching.
• Ability to stand or work in a crouched position for prolonged periods of time.
• Must be able to climb (ladders or stairs) and work in an environment with loud noises and
  exposure to changes in weather.

ADDITIONAL REQUIREMENTS

• All applicants must be authorized to work in the USA

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