Customer Service Lead & On‑Site Leader

Pep Boys; Katy (TX); 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) with company match

PTO and holidays

DailyPay on-demand pay

Job summary

Pep Boys is seeking a Customer Service Lead to deliver exceptional customer experiences while acting as the primary on-site leader and key holder for the service center. You will mentor team members, support daily operations, and drive safety, compliance, and customer satisfaction across shifts.

Ideal candidates have 3–5 years in service with strong communication, leadership, and problem-solving skills, and must be able to work Days, Nights, Weekends, and Holidays.

Qualifications

• High school diploma or equivalent required.
• Three to five (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 maintaining 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 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

Service leadership

Advanced communication

Mentoring & coaching

Customer experience

Sales awareness

Safety & compliance

Problem solving

Team motivation

Shift coverage

Escalation handling

Education

High school diploma or equivalent

Tools

Driver's License

Job description

Pep Boys is seeking a Customer Service Lead to deliver exceptional customer experiences while acting as the primary on-site leader and key holder for the service center. You will mentor team members, support daily operations, and drive safety, compliance, and customer satisfaction across shifts.

Ideal candidates have 3–5 years in service with strong communication, leadership, and problem-solving skills, and must be able to work Days, Nights, Weekends, and Holidays.