Customer Service Lead & On‑Duty Operations Coach

pepboyscareers; Memphis (TN); On-site; USD 15,000 - 25,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Short-term disability

401(k) match

Paid time off

DailyPay

Job summary

Pep Boys Memphis is seeking a Customer Service Lead to drive exceptional customer experiences while serving as the on-site leader when management is not present. You will mentor advisors, open and close the store, and ensure safety, compliance, and service standards are met.

This role emphasizes product knowledge, team coaching, and strong communication as you partner with technicians to deliver efficient service and contribute to sales and customer retention.

Qualifications

• 3-5 years of service industry experience.
• High school diploma or equivalent.
• Valid driver\'s license.
• In-depth knowledge of automotive service, maintenance and parts.
• Strong leadership and mentoring skills.
• Excellent communication and customer service skills.
• Ability to work days, nights, weekends and holidays.

Responsibilities

• Perform all Customer Service Advisor duties at an advanced level and resolve escalated customer concerns.
• Serve as a subject matter expert on products, services, systems, and shop procedures.
• Act as key holder for opening/closing the service center and handle cash-handling and security procedures.
• Serve as primary on-duty leader when the Service Center Manager is not present.
• Mentor, train, and onboard Customer Service Advisors; share best practices.
• Assist with interviewing and evaluating candidates and provide ongoing feedback.
• Partner with technicians and management to ensure efficient, customer-focused service operations.
• Promote safety standards and a collaborative team environment.
• Other duties as assigned.

Skills

Strong customer service

Leadership

Mentoring

Conflict resolution

Coaching

Sales techniques

Safety standards

Education

High school diploma or equivalent

Job description

Pep Boys Memphis is seeking a Customer Service Lead to drive exceptional customer experiences while serving as the on-site leader when management is not present. You will mentor advisors, open and close the store, and ensure safety, compliance, and service standards are met.

This role emphasizes product knowledge, team coaching, and strong communication as you partner with technicians to deliver efficient service and contribute to sales and customer retention.