On-Duty Service Lead & Customer Experience Expert

Pep Boys Inc; Sandy (AR); On-site; USD 15,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Life insurance

Short Term Disability

Supplemental benefits

401(k) with company match

PTO and holiday pay

On-demand pay partner (DailyPay)

Reduced benefits available for part‑tī

Job summary

Pep Boys Inc. is seeking a Customer Service Lead to play a pivotal role in delivering exceptional customer experiences and serving as the on-site leader when management is absent. This role combines strong customer focus with operational accountability and mentorship of team members.

The CSL will support daily operations, oversee safety and compliance, and partner with technicians to ensure efficient service while driving sales and customer retention.

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 and safety standards.
• Advanced communication and customer service skills.

Responsibilities

• Perform all Customer Service Advisor duties at an advanced level and mentor teammates.
• 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 and ensure smooth operations.
• Mentor, train, and onboard Customer Service Advisors; provide ongoing feedback.
• Assist with interviewing and evaluating candidates; support team development.
• Collaborate with technicians and management to drive sales and improve customer retention.
• Promote a safe, compliant, and team-oriented work environment.

Education

High school diploma or equivalent

Tools

Customer service systems

Job description

Pep Boys Inc. is seeking a Customer Service Lead to play a pivotal role in delivering exceptional customer experiences and serving as the on-site leader when management is absent. This role combines strong customer focus with operational accountability and mentorship of team members.

The CSL will support daily operations, oversee safety and compliance, and partner with technicians to ensure efficient service while driving sales and customer retention.