Lead Customer Service Advisor

Pep Boys; Buffalo (NY); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Life insurance

Short Term Disability

401(k) with company match

Paid time off and holidays

On-demand pay (DailyPay)

Job summary

Pep Boys Buffalo is seeking a Customer Service Lead to deliver top-tier experiences at our service center and to act as a trusted on-site leader when management is not present.

The role emphasizes mentoring Customer Service Advisors, leading operations across shifts, and partnering with technicians to ensure safety, compliance, and exceptional customer service. Strong communication and a drive to improve service quality are essential.

Qualifications

• High school diploma or equivalent.
• 3–5 years of service industry experience.
• Valid Driver's License.
• In-depth automotive service knowledge: maintenance and parts.
• Strong communication and leadership abilities.

Responsibilities

• Perform all Customer Service Advisor duties at an advanced level, resolving complex or escalated customer concerns.
• Act as a subject matter expert on products, services, and shop procedures, guiding customers and team members.
• Serve as a key holder for the service center, opening/closing the store as scheduled and handling cash-handling and security procedures.
• Lead on duty when the Service Center Manager is not present, ensuring smooth daily operations and policy adherence.
• Mentor, train, and onboard Customer Service Advisors to improve performance and customer outcomes.
• Assist with interviewing and evaluating candidates to support team development.
• Collaborate with technicians and management to ensure efficient, customer-focused service and opportunities for sales.
• Foster a safe, compliant, and team-oriented environment across all shifts.

Skills

Customer service

Leadership

Communication

Mentoring

Coaching

Education

High school diploma

Job description

Position Summary

The Customer Service Lead (CSL) plays a critical role in delivering exceptional customer experiences while serving as a trusted leader and operational point person within the service center. In addition to performing all Customer Service Advisor responsibilities at an advanced level, the CSL assumes key holder responsibilities, including opening and closing the store based on scheduled hours and acting as the primary on-site leader when management is not present.

This role is designed for a high-performing service professional who combines strong customer focus, leadership presence, and operational accountability. The CSL supports daily service center operations, mentors team members, and ensures standards of safety, compliance, and customer satisfaction are consistently met. The CSL will often work an opposite shift of the Service Center Manager and serves as a point-person during assigned hours.

Duties & 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.

Knowledge, Skills, And Abilities

• 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 handle escalated customer issues with professionalism and confidence.
• 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.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Physical Demands

• Must be able to frequently lift, carry, and place merchandise and supplies up to 50 pounds without assistance.
• Frequent standing and walking for long periods of time.
• Frequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting.
• Climb up and down ladders to retrieve and stock merchandise.
• Communicate effectively in person, by telephone, or by using telecommunications equipment.
• Enters and locates information on computer.
• Presents information to small and large groups.
• Visually verifies information, often in small print.
• Safely operates a motor vehicle.

Benefits

• 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-time team members

Pay Range

• $17.00 to $19.80 per hour based on experience
• Sales commission
• Flat Rate on labor hours produced

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.