Lead Service Advisor & On‑Site Leader

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

Benefits offered by this job

Medical, dental, and vision benefits

Life insurance

401(k) with company match

PTO and holiday pay

On-demand pay (DailyPay)

Job summary

The Pep Boys Manny Moe & Jack LLC in Opelika, AL is seeking a Customer Service Lead (CSL) to deliver exceptional customer experiences while serving as a trusted on-site leader. The CSL performs advanced Customer Service Advisor duties, acts as a key holder, and leads daily service center operations during assigned hours.

You will mentor Advisors, support candidate interviewing, and partner with technicians to drive efficient service and customer retention.

Qualifications

• High school diploma or equivalent.
• 3–5 years in service industry.
• Valid driver's license.
• Knowledge of automotive service, maintenance and parts.
• Understanding of service center operations, safety standards and customer service best practices.
• Advanced communication and customer service skills with ability to resolve complex situations.
• Mentoring, coaching and training skills.
• Conflict resolution and problem-solving abilities.
• Ability to coach less-experienced staff while managing workload.
• Ability to identify process improvements and contribute to performance goals.

Responsibilities

• Perform advanced Customer Service Advisor duties and lead by example.
• Be subject matter expert on products, services, and procedures.
• Act as key holder, opening/closing store and executing security procedures.
• Lead on duty when Manager is not present and ensure smooth operations.
• Mentor, train and onboard Advisors with best practices.
• Assist management with interviewing and evaluating candidates.
• Collaborate with technicians and management to ensure efficient service operations.
• Promote safe, compliant, team-oriented work environment.
• Handle other duties as assigned.

Skills

Customer service

Leadership presence

Communication skills

Mentoring and training

Coaching

Conflict resolution

Problem solving

Team guidance

Escalation handling

Operational knowledge

Education

High school diploma or equivalent

Job description

The Pep Boys Manny Moe & Jack LLC in Opelika, AL is seeking a Customer Service Lead (CSL) to deliver exceptional customer experiences while serving as a trusted on-site leader. The CSL performs advanced Customer Service Advisor duties, acts as a key holder, and leads daily service center operations during assigned hours.

You will mentor Advisors, support candidate interviewing, and partner with technicians to drive efficient service and customer retention.