Senior Customer Service Advisor & On‑Duty Leader

Pep Boys Inc; Houston (TX); On-site; USD 31,519,000 - 51,577,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with company match

Paid time off

Holiday pay

DailyPay

Job summary

Pep Boys Inc. is seeking a Customer Service Lead to drive exceptional customer experiences and act as the on-site leader in the service center.

This role combines customer focus with leadership, mentoring, and operational accountability to ensure safety, compliance, and satisfaction. The CSL supports daily operations, mentors team members, and collaborates with technicians to improve service and sales while maintaining store standards.

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.
• Mentoring, coaching, and training skills.
• Ability to handle escalated customer issues.
• Ability to identify process improvements.

Responsibilities

• Perform all Customer Service Advisor duties at an advanced level and model exceptional customer experiences.
• Serve as SME on products, services, systems, and shop procedures.
• Act as key holder for opening/closing and security procedures.
• Lead on duty when the Service Center Manager is not present.
• Mentor, train, and onboard Customer Service Advisors.
• Assist with interviewing and evaluating candidates and provide feedback.
• Partner with technicians to ensure efficient, customer-focused service operations.
• Promote safety and a team-oriented work environment.
• Other duties as assigned.

Skills

Customer service leadership

Mentoring & coaching

Communication skills

Conflict resolution

Sales techniques

Valid Driver's License

Education

High school diploma or equivalent

Job description

Pep Boys Inc. is seeking a Customer Service Lead to drive exceptional customer experiences and act as the on-site leader in the service center.

This role combines customer focus with leadership, mentoring, and operational accountability to ensure safety, compliance, and satisfaction. The CSL supports daily operations, mentors team members, and collaborates with technicians to improve service and sales while maintaining store standards.