Lead Customer Service Advisor & On-Duty Leader

The Pep Boys Manny Moe & Jack of California; Encinitas (CA); On-site; USD 2,328,000 - 2,728,000; 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 (PTO) and holidays

On-demand pay (DailyPay)

Reduced benefits for part-time

Job summary

The Pep Boys Manny Moe & Jack of California is seeking a Customer Service Lead to deliver exceptional customer experiences and serve as the on-site leader when management is unavailable. This role combines front-line customer service with mentoring and basic store leadership responsibilities in the service center.

You will mentor Advisors, support daily operations, and collaborate with technicians to drive service quality and customer retention while ensuring safety and policy compliance.

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 the ability to influence and resolve complex situations.
• Strong mentoring, coaching, and training skills.
• Conflict resolution and problem-solving skills.
• Ability to coach and guide less-experienced team members while balancing own workload.
• Ability to identify process improvements and contribute to performance goals.

Responsibilities

• Perform all Customer Service Advisor duties at an advanced level and mentor others.
• Serve as SME on products, services, systems, and shop procedures.
• Act as key holder for opening/closing the service center and handle security procedures.
• Lead on duty when the Service Center Manager is not present.
• Mentor, train, and onboard Customer Service Advisors; share best practices.
• Assist management with interviewing and evaluating candidates and give feedback.
• Partner with technicians and management to ensure efficient, customer-focused service.
• Promote safety, compliance, and a collaborative work environment.
• Other duties as assigned.

Skills

Customer service

Leadership

Communication

Mentoring

Team coaching

Sales guidance

Conflict resolution

Education

High school diploma or equivalent

Job description

The Pep Boys Manny Moe & Jack of California is seeking a Customer Service Lead to deliver exceptional customer experiences and serve as the on-site leader when management is unavailable. This role combines front-line customer service with mentoring and basic store leadership responsibilities in the service center.

You will mentor Advisors, support daily operations, and collaborate with technicians to drive service quality and customer retention while ensuring safety and policy compliance.