Customer Service Lead & On‑Duty Supervisor

pepboyscareers; Lakewood (CO); On-site; USD 26,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Life insurance

Short Term Disability

Supplemental benefits

Job summary

Pep Boys Careers is seeking a Customer Service Lead to deliver exceptional customer experiences and supervise daily store operations. The CSL will act as the on-site leader during assigned hours, mentor staff, and ensure safety, compliance, and customer satisfaction across shifts.

The role requires 3–5 years in service and automotive environments, strong communication, and a track record of coaching teams. This is a full-time, on-site position with potential for growth within Pep Boys.

Qualifications

• Three to five (3-5) years of service industry experience.
• Advanced communication and customer service skills.
• Mentoring, coaching, and training skills.
• Ability to coach and guide less‑experienced team members.
• Valid Driver's License.
• In-depth knowledge of automotive service, maintenance and parts.
• Strong understanding of service center operations and safety standards.
• Ability to work Days, Nights, Weekends, Holidays.

Responsibilities

• Perform all Customer Service Advisor duties at an advanced level, serving as a role model in delivering exceptional customer experiences, building trust, and resolving complex or escalated customer concerns.
• Serve as a subject matter expert on products, services, systems, and shop procedures, providing accurate recommendations, technical explanations, and guidance to customers and team members.
• Act as a key holder for the service center, responsible for opening and closing the store as scheduled, completing all required operational, cash-handling, and security procedures.
• Serve as the primary point of contact and leader on duty when the Service Center Manager is not present, ensuring smooth daily operations, issue resolution, and adherence to company policies.
• Mentor, train, and onboard Customer Service Advisors, sharing best practices in communication, service recommendations, and sales techniques to support team performance.
• Support management by assisting with interviewing and evaluating candidates and providing ongoing feedback to support team development.
• Partner closely with technicians and management to ensure accurate, efficient, and customer‑focused service operations while identifying opportunities to drive sales and improve customer retention.
• Promote a safe, compliant, and team‑oriented work environment by modeling and enforcing safety standards, effective communication, and collaboration during all assigned shifts.
• Other duties as assigned.

Skills

Customer service leadership

Mentoring

Communication

Coaching

Problem solving

Team leadership

Education

High School Diploma or Equivalent

Job description

Pep Boys Careers is seeking a Customer Service Lead to deliver exceptional customer experiences and supervise daily store operations. The CSL will act as the on-site leader during assigned hours, mentor staff, and ensure safety, compliance, and customer satisfaction across shifts.

The role requires 3–5 years in service and automotive environments, strong communication, and a track record of coaching teams. This is a full-time, on-site position with potential for growth within Pep Boys.