Customer Service Lead & On‑Site Store Leader

Pep Boys; Florence (KY); On-site; USD 31,519,000 - 51,577,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Life insurance

Short Term Disability

Supplemental benefits

401(k) with company match

PTO and holiday pay

On-demand pay partner (DailyPay)

Reduced benefits available for part‑t‑

Job summary

Pep Boys in Florence, KY is seeking a Customer Service Lead to deliver exceptional customer experiences while serving as a trusted leader and on-site point person in the service center.

The CSL performs advanced Customer Service Advisor duties, opens/closes the store as scheduled, mentors teammates, and ensures safety, compliance, and customer satisfaction. Flexibility for day, night, weekends, and holidays is required.

Qualifications

• Three to five (3-5) years of service industry experience.
• Valid Driver's License.
• In-depth knowledge of automotive service, maintenance and parts.
• Ability to coach and guide less-experienced team members while maintaining personal workload.

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

Sales techniques

Education

High school diploma or equivalent

Job description

Pep Boys in Florence, KY is seeking a Customer Service Lead to deliver exceptional customer experiences while serving as a trusted leader and on-site point person in the service center.

The CSL performs advanced Customer Service Advisor duties, opens/closes the store as scheduled, mentors teammates, and ensures safety, compliance, and customer satisfaction. Flexibility for day, night, weekends, and holidays is required.