Guest Satisfaction Lead

Job Description

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.