Service Center Lead & Customer Experience Expert

The Pep Boys Manny Moe & Jack of California; Yuma (AZ); On-site; USD 21,000 - 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 DailyPay

Reduced benefits for part‑time

Job summary

The Pep Boys Manny Moe & Jack of California is seeking a Customer Service Lead (CSL) to deliver exceptional customer experiences while serving as the primary on-site leader in the service center. The CSL will open/close the store per schedule, mentor staff, and ensure safety, compliance, and customer satisfaction are maintained every shift.

You will partner with technicians and management to optimize service operations, drive sales opportunities, and support team development through coaching and

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, 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.

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

Mentoring

Automotive knowledge

Safety standards

Communication

Problem solving

Coaching

Team work

Process improvement

Education

High school diploma or equivalent

Job description

The Pep Boys Manny Moe & Jack of California is seeking a Customer Service Lead (CSL) to deliver exceptional customer experiences while serving as the primary on-site leader in the service center. The CSL will open/close the store per schedule, mentor staff, and ensure safety, compliance, and customer satisfaction are maintained every shift.

You will partner with technicians and management to optimize service operations, drive sales opportunities, and support team development through coaching and