Lead Customer Service & On-Shift Operations

Auto Plus; Suwanee (GA); Hybrid; USD 15,000 - 25,000; 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 (DailyPay)

Job summary

Auto Plus is seeking a Customer Service Lead (CSL) in Suwanee, GA to blend hands-on customer service excellence with leadership accountability. The CSL will open/close the service center, mentor advisers, and serve as the on-site point person when management isn’t present.

The role requires 3–5 years of service-industry experience, strong product and process knowledge, and the ability to coach, resolve escalations, and drive customer satisfaction while maintaining safety and compliance standards.

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 understanding of service center operations, safety standards and customer service best-practices.
• Advanced communication and customer service skills with 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 maintaining personal workload.

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.

Skills

Customer service

Leadership

Communication

Mentoring

Coaching

Problem solving

Conflict resolution

Sales techniques

Team management

Education

High school diploma or equivalent

Job description

Auto Plus is seeking a Customer Service Lead (CSL) in Suwanee, GA to blend hands-on customer service excellence with leadership accountability. The CSL will open/close the service center, mentor advisers, and serve as the on-site point person when management isn’t present.

The role requires 3–5 years of service-industry experience, strong product and process knowledge, and the ability to coach, resolve escalations, and drive customer satisfaction while maintaining safety and compliance standards.