Lead Customer Service & Shop Operations

The Pep Boys Manny Moe & Jack LLC; Murfreesboro (TN); On-site; USD 15,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Life insurance

Short Term Disability

401(k) with company match

PTO and holiday pay

DailyPay (on-demand pay)

Job summary

The Pep Boys Manny Moe & Jack LLC in Murfreesboro, TN seeks a Customer Service Lead. This role advances Customer Service Advisor duties, acts as key holder, and serves as the on-site leader when management isn't present, guiding a team to consistently deliver outstanding service.

The CSL mentors staff, supports interview processes, and partners with technicians to optimize service operations and sales opportunities. Strong leadership and customer-focus are essential.

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; ability to influence and resolve complex situations.
• Strong mentoring, coaching, and training skills.
• Conflict resolution and problem-solving abilities.
• Ability to coach and guide less-experienced team members while managing personal workload.
• Ability to identify process improvements and contribute to service center performance goals.

Responsibilities

• Perform all Customer Service Advisor duties at an advanced level and resolve complex customer concerns.
• Serve as SME on products, services, systems, and shop procedures.
• Act as key holder for opening/closing the service center.
• Lead on duty when the Service Center Manager is absent.
• Mentor, train, and onboard Customer Service Advisors.
• Assist with interviewing and evaluating candidates; provide feedback.
• Collaborate with technicians and management to ensure efficient service and drive sales.
• Promote safety, compliance, and a team-oriented work environment.
• Other duties as assigned.

Skills

Leadership

Customer service

Communication

Mentoring

Coaching

Conflict resolution

Problem solving

Operations knowledge

Team management

Education

High school diploma or equivalent

Job description

The Pep Boys Manny Moe & Jack LLC in Murfreesboro, TN seeks a Customer Service Lead. This role advances Customer Service Advisor duties, acts as key holder, and serves as the on-site leader when management isn't present, guiding a team to consistently deliver outstanding service.

The CSL mentors staff, supports interview processes, and partners with technicians to optimize service operations and sales opportunities. Strong leadership and customer-focus are essential.