Job Description - Service Lane Team Lead (MER0003DCC) Description The Mercedes-Benz Manhattan Dealership Service Lane Team Lead must implement a vehicle pick-up and delivery process within the building in order to optimize convenience and efficiency for dealership customers, Service Advisors, Technicians, and Sales Consultants to support a positive customer experience, increased productivity, customer satisfaction, and retention.
This role requires providing a consistently outstanding brand and customer experience through excellent preparation, attitude, and teamwork.
ResponsibilitiesCoordinate with direct manager and dispatch team on the movement of cars in and out of the dealership daily.Manage the flow of customers into the Service Lane and Sales areas to ensure efficiency and a superior level of service.Record client and prospect visits, interests, and preferences. Update and maintain the customer calendar.Facilitate resolution of customer issues by acting as a liaison with customers. Escalate issues to the direct manager that require further attention.Support direct manager in training the Concierge and Valet teams on Lane processes and procedures for timely, appropriate, and professional responses to customers and dealership team needs.Collaborate with Supervisor to increase productivity within the team and implement an optimum pick-up and delivery process while recognizing department issues and opportunities.Support the Service Manager in overseeing the Service Advisor team to ensure they respond timely, appropriately, and professionally to customer needs.Emphasize the importance of positive and enthusiastic behavior before, during, and after every encounter with every visitor at the Dealership.Track and monitor Concierge and Valet team performance.Implement a vehicle pickup and delivery process to maximize convenience for customers, enhancing the customer experience, efficiency, and productivity.Research new technologies, develop strategies, and implement processes to decrease wait-time and increase speed in retrieving and dropping off vehicles at their final destination.Maintain inventory list and vehicle locations in the Service shop.Assist the direct manager with recognizing department issues and opportunities.Maintain a clean and safe work area.The pay range for this position is $20 - $25 per hour.
Qualifications High School Diploma (GED) or equivalent work experience.2+ years of service experience in a high-end vehicle dealership.Customer service experience.Ability to withstand the physical requirements of the position.Ability to commute to and from the Manhattan dealership.OrganizationMercedes-Benz Manhattan, Inc. Primary LocationUnited States of America - New York - New York
Work Locations770 11th Avenue, New York, NY 10019
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