Customer Service Lead: On‑Site Leader & Mentor

Pep Boys; Houston (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 holidays

On-demand pay partner (DailyPay)

Part-time benefits reduction available

Job summary

Pep Boys is seeking a Customer Service Lead to deliver exceptional customer experiences and act as the primary on-site leader when management is not present. The CSL opens/closes the store, mentors team members, and ensures safety, compliance, and high service standards across daily operations.

The role requires strong customer focus, leadership presence, and the ability to handle escalated issues while driving sales and customer retention.

Qualifications

• High school diploma or equivalent required.
• 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 and customer service.
• Advanced communication and customer service skills.
• Mentoring and training ability.
• Conflict resolution and problem-solving ability.
• Ability to coach less-experienced teammates.
• Ability to work Days, Nights, Weekends, Holidays.

Responsibilities

• Perform advanced Customer Service Advisor duties and be a role model in customer experiences.
• Act as subject matter expert on products, services, systems, and shop procedures.
• Open and close the store as scheduled and handle cash-handling and security procedures.
• Lead on duty when Service Center Manager is not present; ensure smooth daily operations.
• Mentor, train and onboard Customer Service Advisors; provide ongoing feedback.
• Assist management with interviewing and evaluating candidates; support team development.
• Partner with technicians and management to ensure efficient service operations and drive sales.
• Promote safety, compliance, and a collaborative work environment.

Skills

3–5 years of service industry exp

Valid Driver's License

Automotive service knowledge

Advanced customer service

Leadership presence

Mentoring and coaching

Education

High school diploma or equivalent

Job description

Pep Boys is seeking a Customer Service Lead to deliver exceptional customer experiences and act as the primary on-site leader when management is not present. The CSL opens/closes the store, mentors team members, and ensures safety, compliance, and high service standards across daily operations.

The role requires strong customer focus, leadership presence, and the ability to handle escalated issues while driving sales and customer retention.