Service Center Lead & Customer Experience Coach

pepboyscareers; Spring (TX); On-site; USD 15,000 - 25,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Life Insurance

Short-Term Disability

401(k) Match

PTO & Holidays

DailyPay

Job summary

Pep Boys is seeking a Customer Service Lead (CSL) to deliver exceptional customer experiences while serving as a trusted on-site leader in the service center. The CSL performs advanced Customer Service Advisor responsibilities, opens/closes the store as scheduled, and acts as the primary on-site leader when management isn’t present.

This role blends customer focus, leadership presence, and operational accountability.

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.
• Understanding of service center operations, safety standards and customer service best-practices.
• Advanced communication and customer service skills.
• Mentoring, coaching, and training skills.
• Conflict resolution and problem-solving skills.
• Ability to handle escalated customer issues with professionalism.
• Ability to coach and guide less-experienced team members.
• 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

Customer service leadership

Communication skills

Mentoring

Sales techniques

Conflict resolution

Problem solving

Coaching

Team supervision

Flexibility schedule

Education

High school diploma or equivalent

Tools

POS systems

Inventory management

Shop procedures

Job description

Pep Boys is seeking a Customer Service Lead (CSL) to deliver exceptional customer experiences while serving as a trusted on-site leader in the service center. The CSL performs advanced Customer Service Advisor responsibilities, opens/closes the store as scheduled, and acts as the primary on-site leader when management isn’t present.

This role blends customer focus, leadership presence, and operational accountability.