Lead Auto Service Advisor & On-Shift Leader

The Pep Boys Manny Moe & Jack LLC; Tennessee; 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

Job summary

The Pep Boys Manny Moe & Jack LLC in Tennessee seeks a Customer Service Lead to oversee service center operations and deliver outstanding customer experiences. The CSL blends leadership with advanced Customer Service Advisor duties, including opening/closing responsibilities when management isn’t present and acting as the on-site leader.

You will mentor CS Advisors, coordinate with technicians, and ensure safety, compliance, and customer satisfaction.

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.
• Advanced communication and customer service skills, with proven ability to influence and resolve complex situations.
• Strong mentoring, coaching, and training 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.

Responsibilities

• Perform advanced Customer Service Advisor duties, modeling exceptional service and resolving escalated concerns.
• Act as SME on products, services, systems, and shop procedures, giving accurate guidance.
• Serve as key holder, opening/closing, and handling cash/security procedures.
• Lead on duty when Manager absent, ensuring smooth operations and policy adherence.
• Mentor and onboard CS Advisors; share best practices in service and sales.
• Assist management with interviewing and giving feedback for team development.
• Collaborate with technicians to ensure efficient, customer-focused service and drive sales.
• Promote safety, compliance, and teamwork across shifts.
• Other duties as assigned.

Skills

Customer service

Leadership

Mentoring

Store operations

Escalation handling

Safety compliance

Communication

Problem-solving

Driver's license

Education

High school diploma or equivalent

Job description

The Pep Boys Manny Moe & Jack LLC in Tennessee seeks a Customer Service Lead to oversee service center operations and deliver outstanding customer experiences. The CSL blends leadership with advanced Customer Service Advisor duties, including opening/closing responsibilities when management isn’t present and acting as the on-site leader.

You will mentor CS Advisors, coordinate with technicians, and ensure safety, compliance, and customer satisfaction.