Guest Care Manager - Lexus of Colorado Springs

Description

Key Details:

• Pay Range: $80K – $100K annually plus bonus
• Work Schedule: Full-time, Monday-Friday
• Anticipated Application Deadline: 01/20/2025

Join us in creating world-class service experiences for our guests! As our Guest Care Manager, you’ll help drive service operations and inspire exceptional guest interactions that make a lasting impact!

At Lexus of Colorado Springs, we are challenging the norm when it comes to both the car buying and service process and the employee experience. As a Lexus teammate, you are part of a growing company that strives for an inclusive culture, which is why we need you!

We value individuals who:

• Make it matter through being a caring team member.
• Are authentic and communicate with transparency and kindness.
• Welcome differences by seeking, listening, and learning from diverse perspectives.

At Lexus, we encourage and support career development, job opportunities across multiple professions, an inclusive culture where everyone is a leader (from entry level up to general management), encouragement to be your authentic self, and an almost obsessive focus on the employee and guest experience. Combine that with market-leading benefits offerings and opportunities across multiple states, and we think you’ll agree that YOU BELONG AT LEXUS OF COLORADO SPRINGS!

Your Purpose as the Guest Care Manager:

The Guest Care Manager will lead the Service Drive team, overseeing daily operations, guest satisfaction, and Service Drive staff training and performance. Reporting to the General Manager, this role focuses on team leadership, quality control, compliance, and continuous improvement to deliver exceptional service experiences.

In this role you will:

• Lead the service drive team to ensure processes run smoothly and guest expectations are exceeded.
• Oversee daily operations of the service drive, including team scheduling, performance management, and optimizing the guest experience.
• Handle guest inquiries, concerns, and escalations, ensuring timely resolutions to maintain high levels of guest satisfaction.
• Hire, train, and mentor service drive team members, ensuring they have the skills and knowledge to excel in their roles.
• Implement and maintain policies and procedures to ensure compliance with dealership and manufacturer standards.
• Analyze service drive performance metrics and lead efforts to implement strategies for continuous improvement.
• Ensure service drive team compliance with federal, state, and local regulations, including hazardous waste disposal and OSHA standards.
• Implement and uphold quality control processes to reduce comebacks and negative guest experiences.
• Serve as a positive role model and leader, demonstrating commitment to the team, guests, dealership, and company values.
• Perform additional duties as assigned by management.

We are looking for someone who:

• Has automotive Service Advisor or Service operations experience
• Is experienced in team leadership and development with a proven track record of building, mentoring, and motivating high-performing teams.
• Can manage multiple priorities and lead teams in a fast-paced, dynamic environment.
• Possesses a deep understanding of industry best practices and a commitment to maintaining high standards of service.
• Has strong problem-solving skills with the ability to make quick, effective decisions under pressure.

Requirements

Additional Qualifications:

• A team-first always perspective with a desire to win together attitude.
• An innate desire to help others in all ways possible.
• Dedicated to creating meaningful outcomes in everything you do.
• Welcomes difference by seeking, listening, and learning from diverse perspectives.
• Authentically communicates with transparency, empathy, and kindness.
• Forever curious and motivated by a passion for continuous improvement.

Your Well-Being:

• Competitive Pay: $80K – $100K annually plus bonus
• Work Schedule: Full-time, Monday-Friday
• Comprehensive Benefits Offering: Market-leading medical plans including PPO, HSA, and FSA options; Multiple Dental (includes orthodontics) and Vision plans; Varying Vacation and Sick Leave available Day 1; 4 Week-Paid Parental Leave available Day 1; 401(k) Match with 100% vesting after 1 year and immediate eligibility at age 18