Customer Service Lead & On-Duty Store Leader

Pep Boys Inc; Cape Coral (FL); Hybrid; USD 19,000 - 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 holidays

DailyPay on-demand pay

Reduced benefits for part-time team

Job summary

Pep Boys Inc. in the United States seeks a Customer Service Lead (CSL) who combines frontline customer service with leadership responsibilities in the service center. This role serves as a trusted on-site leader and key holder, opening and closing the store as scheduled and guiding daily operations.

The CSL mentors advisors, supports management, and ensures safety, compliance, and customer satisfaction. Collaboration with technicians and management is essential for service excellence.

Qualifications

• Must have a high school diploma or equivalent.
• 3–5 years of service industry experience.
• Valid driver's license is required.
• In-depth knowledge of automotive service, maintenance and parts.
• Strong understanding of service center operations and safety standards.
• Advanced communication and customer service skills.
• Mentoring, coaching, and training abilities.
• Ability to handle escalated customer issues professionally.
• Ability to identify process improvements and drive results.

Responsibilities

• Perform advanced Customer Service Advisor duties and resolve complex concerns.
• Act as subject matter expert on products, services, and shop procedures.
• Open and close the service center as scheduled, handling cash-handling and security.
• Lead on duty in the absence of the Service Center Manager and ensure smooth operations.
• Mentor, train, and onboard advisors to improve performance.
• Assist with interviewing and evaluating candidates and provide feedback.
• Collaborate with technicians to ensure efficient, customer-focused service.
• Model safety, compliance, and teamwork across shifts.

Skills

High school diploma

3-5 years service experience

Valid Driver's License

Automotive service knowledge

Safety standards knowledge

Customer service excellence

Mentoring and coaching

Conflict resolution

Process improvement

Education

High school diploma or equivalent

Job description

Pep Boys Inc. in the United States seeks a Customer Service Lead (CSL) who combines frontline customer service with leadership responsibilities in the service center. This role serves as a trusted on-site leader and key holder, opening and closing the store as scheduled and guiding daily operations.

The CSL mentors advisors, supports management, and ensures safety, compliance, and customer satisfaction. Collaboration with technicians and management is essential for service excellence.