Customer Service Lead: On-Duty Leader & Expert

Pep Boys Inc; Lakewood (CO); On-site; USD 26,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

Short Term Disability

401(k) with company match

PTO and holidays

DailyPay

Job summary

Pep Boys Inc. is seeking a Customer Service Lead to drive exceptional customer experiences and serve as the on-site leader when management is unavailable.

You will mentor teammates, oversee daily service center operations, ensure safety and compliance, and actively contribute to sales and customer retention. The CSL role combines customer focus with leadership presence to deliver consistent results across shifts, often alongside the Service Center Manager.

Qualifications

• High school diploma or equivalent required.
• 3-5 years of service industry experience.
• Valid Driver's License.
• In-depth knowledge of automotive service, maintenance and parts.
• Strong understanding of service center operations, safety standards and customer service best-practices.

Responsibilities

• Perform advanced Customer Service Advisor duties and act as a role model for customer experiences.
• Serve as subject matter expert on products, services, systems, and shop procedures.
• Open and close the store as scheduled, handling cash-handling and security procedures.
• Serve as the primary on-duty leader when the Service Center Manager is not present.
• Mentor, train, and onboard Customer Service Advisors, sharing best practices in communication and sales.
• Assist with interviewing and evaluating candidates and provide feedback for team development.
• Collaborate with technicians and management to ensure efficient, customer-focused operations and drive sales.
• Promote a safe, compliant, and team-oriented work environment.

Skills

Leadership

Customer service

Mentoring

Operational accountability

Education

High school diploma or equivalent

Job description

Pep Boys Inc. is seeking a Customer Service Lead to drive exceptional customer experiences and serve as the on-site leader when management is unavailable.

You will mentor teammates, oversee daily service center operations, ensure safety and compliance, and actively contribute to sales and customer retention. The CSL role combines customer focus with leadership presence to deliver consistent results across shifts, often alongside the Service Center Manager.