Team Lead, Retail

General Description A Car Wash 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, 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 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 Location Location 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… Apply tot his job Apply To this Job