Guest Satisfaction Lead

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. *