Lead Customer Service Advisor

Pep Boys Inc; Philadelphia, Northern (Philadelphia County, KY); On-site; USD 17,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Life insurance

Short Term Disability

401(k) with company match

PTO and holiday pay

On-demand pay partner (DailyPay)

Reduced benefits available for part‑t​

Job summary

Pep Boys Inc. in Philadelphia, PA is seeking a Customer Service Lead (CSL) to deliver exceptional customer experiences while acting as a trusted leader and on-site point person within the service center.

The CSL opens/closes the store, mentors staff, and ensures safety, compliance, and customer satisfaction on assigned shifts. The role combines service expertise with formal leadership duties, supporting daily operations, guiding Advisors, and driving service and sales performance in a fast-paced

Qualifications

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

Responsibilities

• Perform advanced Customer Service Advisor duties, leading by example in customer experience and issue resolution.
• Serve as SME on products, services, systems, and shop procedures, providing guidance to customers and team members.
• Act as key holder; open/close the service center and complete cash-handling and security procedures.
• Lead on duty when the Service Center Manager is absent to ensure smooth daily operations.
• Mentor and train Customer Service Advisors, sharing best practices in service and sales techniques.
• Assist with interviewing and evaluating candidates and provide feedback for team development.

Skills

Customer service

Leadership

Communication

Problem solving

Education

High school diploma

Tools

POS system

Job description

Philadelphia, Pennsylvania, United States

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.

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.


• Medical, dental, and vision benefits


• Life insurance


• Short Term Disability


• 401(k) with company match


• PTO and holiday pay


• On-demand pay partner (DailyPay)


• Reduced benefits available for part-time team members

Pay Range

• $12.10 to $19.80 per hour based on experience


• 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.

California Privacy Notice at Collection for Employees
The Company will make all employment decisions regarding employees and applicants for employment without discrimination or harassment based on race, color, religion, gender, national origin, sexual orientation, age, disability, pregnancy, marital status, veteran status, alienage or citizenship status, creed, genetic predisposition or carrier status, status as a victim of domestic violence, or any other category protected by federal, state, or local law.

The Company will discontinue the use of any recruiting agency or sources which engages in direct or indirect discriminatory practices.