Senior Customer Service Lead & On-Duty Leader

pepboyscareers; Alpharetta (GA); On-site; USD 15,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Life insurance

Short Term Disability

401(k) with company match

PTO and holiday pay

On-demand pay partner (DailyPay)

Job summary

Pep Boys is seeking a Customer Service Lead (CSL) to guide service center operations and deliver outstanding experiences for every customer. The CSL acts as a key holder and on-site leader, mentoring teammates and upholding safety and quality standards.

Reporting to management, you will balance customer focus with operational accountability, drive service excellence, and help grow customer retention on a fast-paced shift schedule.

Qualifications

• Three to five (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

• Perform all Customer Service Advisor duties at an advanced level, serving as a role model in delivering exceptional customer experiences, building trust, and resolving complex or escalated customer concerns.
• Serve as a subject matter expert on products, services, systems, and shop procedures, providing accurate recommendations, technical explanations, and guidance to customers and team members.
• Act as a key holder for the service center, responsible for opening and closing the store as scheduled, completing all required operational, cash-handling, and security procedures.
• Serve as the primary point of contact and leader on duty when the Service Center Manager is not present, ensuring smooth daily operations, issue resolution, and adherence to company policies.
• Mentor, train, and onboard Customer Service Advisors, sharing best practices in communication, service recommendations, and sales techniques to support team performance.
• Support management by assisting with interviewing and evaluating candidates and providing ongoing feedback to support team development.
• Partner closely with technicians and management to ensure accurate, efficient, and customer-focused service operations while identifying opportunities to drive sales and improve customer retention.
• Promote a safe, compliant, and team-oriented work environment by modeling and enforcing safety standards, effective communication, and collaboration during all assigned shifts.
• Other duties as assigned.

Skills

Leadership

Customer service

Communication

Mentoring

Sales techniques

Team coaching

Problem solving

Process improvements

Shift flexibility

Education

High School Diploma or equivalent

Valid Driver's License

Job description

Pep Boys is seeking a Customer Service Lead (CSL) to guide service center operations and deliver outstanding experiences for every customer. The CSL acts as a key holder and on-site leader, mentoring teammates and upholding safety and quality standards.

Reporting to management, you will balance customer focus with operational accountability, drive service excellence, and help grow customer retention on a fast-paced shift schedule.