Concierge Team Lead - Cadillac Buick GMC

Team Sewell
Midland, Texas
Full Time

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At the Sewell Family of Companies, we are looking for a dedicated professional to lead our Concierge Team at our Cadillac Buick GMC campus in Midland, TX. As a lead Concierge Team member, you will be responsible for training all Concierge members while ensuring that all members are following expectations regarding greeting customers, practicing strong phone etiquette, and interacting positively with various members of our sales, service, and parts departments. You will serve as the model Concierge Team Member in exemplifying characteristics and attitudes that align with our core values and mission to build a better tomorrow through our vision of being a great place to work and do business

Responsibilities:

POS System:
Team lead must be able to assist with training on POS as well as any issues that may arise with POS (Clover, Newtek, Tekion)
Daily Cashier Reconciliation:
Ensure all transactions from the previous day are reconciled for both parts and service.
Assist with any issues or questions team may have; ensure these reports have been given to AR team on time, daily.
Account Reconciliation:
Reconcile accounting statements. (Ex. Ford Pass, Zurich, TWS)
Understand how these statements need to be cleared (resubmission, move to another schedule, write off)
FIT Daily Tasks:
Ensure all designated areas are clean organized and well maintained (showroom cleanup, Lincoln Lounge cleanup)
EOD Report emailed to FIT Lead daily
Simple Texting:
Ensure all text messages are responded to by FIT within 5-10 minutes of receiving.
Ensure Appointment reminders are going out daily via Simple Texting
Manage Team Schedule:
Ensure there is the appropriate staff for opening and closing in service, showroom, and parts.
Manage time off for team (Coordinate time off for team appropriately)
Ensure team members stay between 40-48 hours weekly (48 for those who work a Saturday only).
Audit time sheets for weekly hours and lunches
Manage schedule for team member events (ensure appropriate amount of team members are on campus during All Team Meetings, Sewell Leadership, ext.)
Manage Saturday schedule for team (3 team members per Saturday)
Inform team of any absences within the team at the beginning of the day
Fill/sit in for any absences for the day on the team. (Parts, Service, Showroom)
Assistance with Hiring Process:
Sit in on interviews to ensure new team members fit culture, chemistry, and competency for team
Software Management:
Update important documentation in Teams (Phone Directory, POS Information, Sales Team information)
Coordinate with IT on needed equipment or software for team members (desktop, phone, Numa, Scan 123, Dealer Built, GroupMe, MPI)
Scanning - Ensure team is properly trained on scanning documents into Scan123. Ensure documents are up to date (Counter Tickets, Ro's, Warranty RO's, Loaner agreements.)
Walk Throughs:
Walk throughs in service, showroom and parts throughout the day to assist team members with any needs

Role:

Customer Service Escalation:
Handle any escalated customer service issues that frontline team members are unable to resolve.
Serve as the point of contact for complex or sensitive customer situations and ensure prompt resolution.
Performance Tracking and Reporting:
Track key performance indicators (KPIs) related to team performance (e.g., response times, reconciliation accuracy, customer satisfaction).
Provide regular performance updates to management and recommend improvements where needed
Training and Development:
Implement training programs to ensure team members are continuously improving in skills and knowledge.
Create a training schedule for new team members along with ongoing training for the entire team.
Team Morale and Motivation:
Organize initiatives to maintain a positive work environment and high team morale.
Recognize and reward team members for outstanding performance.
Customer Experience Strategy:
Work with management to implement strategies for improving the overall customer experience.
Gather customer feedback and use it to adjust procedures and improve customer satisfaction.
Cross-Department Collaboration:
Work closely with other departments (e.g., Sales, Service, Parts, Accounting) to ensure seamless communication and process alignment.
Serve as the liaison between FIT and other teams to resolve process gaps or service inconsistencies.
Crisis Management and Problem Solving:
Develop and implement contingency plans for emergencies (e.g., system outages, staffing shortages).
Provide quick solutions for unexpected operational challenges to minimize disruption.
Inventory and Supplies Management:
Ensure the front desk and customer areas are fully stocked with necessary materials (e.g., forms, brochures, office supplies).
Coordinate with Dana (in accounting) when replenishment is needed.
Compliance and Policy Adherence:
Ensure the team adheres to all company policies, data privacy, and safety protocols.
Provide updates to the team on any policy changes or updates from management.
Conflict Resolution:
Act as the first point of contact for any internal team conflicts.
Mediate disputes fairly and implement solutions to maintain a harmonious work environment