Customer Service Lead — On-Duty Leader & Mentor

Pep Boys; Waco (TX); On-site; USD 15,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Life insurance

Short Term Disability

401(k) with company match

PTO and holiday pay

On-demand pay (DailyPay)

Reduced benefits for part-time team

Job summary

Pep Boys in Texas seeks a Customer Service Lead to deliver exceptional customer experiences and act as the on-site leader when management is not present. The role combines customer focus with leadership, mentoring, and operational accountability within the service center.

The CSL will mentor teammates, support daily operations, ensure safety standards, and drive service excellence, with scheduling that may include days, nights, weekends, and holidays.

Qualifications

• High school diploma or equivalent.
• 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.
• Advanced communication and customer service skills with proven ability to influence and resolve complex situations.
• Strong mentoring, coaching, and training skills.
• Conflict resolution and problem-solving skills.
• Ability to coach and guide less-experienced team members while managing personal workload.
• Ability to identify process improvements and contribute to service center performance goals.
• Ability to work Days, Nights, Weekends, Holidays.

Responsibilities

• Perform all Customer Service Advisor duties at an advanced level, serving as a role model in customer experiences.
• Serve as a subject matter expert on products, services, systems, and shop procedures.
• Act as a key holder for opening/closing the store and handle security procedures.
• Lead as primary on-duty contact when the Service Center Manager is absent.
• Mentor, train, and onboard Customer Service Advisors.
• Assist with interviewing and evaluating candidates, provide feedback.
• Partner with technicians and management to ensure efficient service operations.
• Promote a safe, compliant, and team-oriented work environment.
• Other duties as assigned.

Skills

Advanced communication

Customer service

Mentoring and coaching

Training skills

Conflict resolution

Problem solving

Process improvement

Ability to work flexible hours

Education

High school diploma or equivalent

Job description

Pep Boys in Texas seeks a Customer Service Lead to deliver exceptional customer experiences and act as the on-site leader when management is not present. The role combines customer focus with leadership, mentoring, and operational accountability within the service center.

The CSL will mentor teammates, support daily operations, ensure safety standards, and drive service excellence, with scheduling that may include days, nights, weekends, and holidays.