Senior Customer Service Lead – Auto Service

Pep Boys Inc; Ogden (UT); 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-?0

Job summary

Pep Boys Inc. is seeking a Customer Service Lead (CSL) to deliver outstanding customer experiences and to serve as an on-site leader in the service center.

The CSL performs advanced Customer Service Advisor duties, holds key holder responsibilities, and opens and closes the store as scheduled. You will mentor Advisors, support daily operations, coordinate with technicians, uphold safety and compliance, and find ways to improve service quality and customer retention.

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 proven 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.
• Ability to identify process improvements and contribute to service center performance goals.
• Ability to work Days, Nights, Weekends, Holidays.

Responsibilities

• Lead customer service operations by guiding advisors and resolving escalated issues.
• Act as SME on products, services, systems, and shop procedures for customers and team.
• Open/close the service center as key holder; manage cash-handling and security procedures.
• Serve as on-duty leader when the Service Center Manager is absent; ensure smooth daily operations.
• Mentor, train, and onboard Customer Service Advisors; share best practices.
• Assist with interviewing and evaluating candidates; provide feedback.
• Partner with technicians and management to ensure efficient service and drive sales.
• Promote safety, compliance, and a team-oriented environment.
• Other duties as assigned.

Skills

Advanced communication

Customer service leadership

Mentoring / coaching

Conflict resolution

Team leadership

Automotive service knowledge

Education

High school diploma or equivalent

Job description

Pep Boys Inc. is seeking a Customer Service Lead (CSL) to deliver outstanding customer experiences and to serve as an on-site leader in the service center.

The CSL performs advanced Customer Service Advisor duties, holds key holder responsibilities, and opens and closes the store as scheduled. You will mentor Advisors, support daily operations, coordinate with technicians, uphold safety and compliance, and find ways to improve service quality and customer retention.