Job Overview
The Front Desk Lead is the face of Lincoln Avenue Car Care. This role owns the customer experience end-to-end -- from the moment a customer walks in or books online, through check-in and inspection, all the way to checkout and payment. The Front Desk Lead manages the detail services scheduling system, handles customer communications across phone, email, and walk-in, and is the primary point of contact between customers and the ownership team. In between front-desk responsibilities, this person also supports the car wash team on the line. Success in this role requires strong organization, a customer-first attitude, and the ability to stay on top of multiple things at once in a fast-paced environment.
General Responsibilities
- Serve as the face of the business -- welcoming walk-in customers, explaining services, processing payments, and creating a positive experience from start to finish
- Answer incoming phone and email inquiries promptly and professionally, directing customers to the right service or booking path
- Assist the car wash team on the line during slower front-desk periods, staying flexible and helping wherever needed
- Keep the owners informed of scheduling updates, customer issues, and anything notable that comes up day-to-day
- Identify and offer upsell opportunities naturally and helpfully -- both for walk-in car wash customers and detail service appointments
Detail Services Scheduling & Management
- Manage all incoming detail service bookings across the website, phone, and email -- collecting customer and vehicle information, confirming appointments, and keeping the calendar accurate and up to date
- Handle appointment modifications, reschedules, cancellations, and no-shows in accordance with LACC policy, and communicate proactively with customers throughout - Review the daily and weekly schedule to confirm staffing is in place for the services booked, and flag any conflicts or concerns to the owners
- Conduct a walk-around vehicle inspection at check-in, determine the final service price based on the vehicle's condition, communicate any adjustments to the customer, and obtain approval before work begins
- Proactively offer relevant add-on services at check-in as helpful recommendations based on what you observe during the vehicle inspection
- Process checkout and collect the remaining balance at the end of each service, applying the deposit paid at booking and accepting cash, card, Apple Pay, Google Pay, or gift cards - Maintain accurate records in Cojilio for all appointments, including booking notes, vehicle condition observations, price adjustments, and customer communications
Skills & Qualifications
- Reliability and integrity: Consistent, on-time, and trustworthy in all aspects of the role - Customer service excellence: Warm, professional, and clear in all customer interactions -- in person, by phone, and by email
- Organization and follow-through: Able to manage a booking calendar, track outstanding follow-ups, and make sure nothing slips - Attention to detail: Thorough vehicle inspections, payment processing, and record-keeping
- Tech comfort: Ability to learn and work confidently in Cojilio (scheduling) and Clover (payments), with basic familiarity with Google Calendar and email
- Communication skills: Comfortable on the phone and in writing; able to explain pricing, policy, and service recommendations clearly and professionally
- Upselling ability: Natural at identifying and recommending add-on services in a helpful, non-pushy way
- Automotive or car wash experience: Preferred but not required -- a genuine willingness to learn the services and pricing thoroughly is what matters
Compensation & Benefits
- $20.00 per hour
- Tips
- Eligible for discretionary annual bonus
- Full-time position
Pay: $18.00 - $20.00 per hour
Benefits:
Work Location: In person
