Key Holder & Customer Experience Lead

Pep Boys Inc; Foley (AL); On-site; USD 15,000 - 25,000; 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 Inc. is seeking a Customer Service Lead to deliver exceptional customer experiences while serving as on-site leader and key holder. This role combines advanced Customer Service Advisor duties with opening/closing the store and serving as the primary on-site leader when management is not present.

You will mentor teammates, coordinate with technicians, ensure safety standards, and drive sales and customer retention while maintaining a welcoming, efficient service center environment.

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, safety standards and customer service best-practices.

Responsibilities

• Perform all Customer Service Advisor duties at an advanced level and model exceptional service.
• Act as SME on products, services, systems, and shop procedures; provide accurate guidance to customers and team members.
• Serve as key holder; open/close the store as scheduled and complete security procedures.
• Lead on duty when Service Center Manager is absent to ensure smooth operations and policy adherence.
• Mentor, train, and onboard Customer Service Advisors; support team development and performance.

Skills

Advanced customer service

Leadership

Mentoring and coaching

Training

Conflict resolution

Communication

Education

High school diploma or equivalent

Job description

Pep Boys Inc. is seeking a Customer Service Lead to deliver exceptional customer experiences while serving as on-site leader and key holder. This role combines advanced Customer Service Advisor duties with opening/closing the store and serving as the primary on-site leader when management is not present.

You will mentor teammates, coordinate with technicians, ensure safety standards, and drive sales and customer retention while maintaining a welcoming, efficient service center environment.