Service Center Lead & Customer Experience Mentor

The Pep Boys Manny Moe & Jack LLC; Austell (GA); On-site; USD 15,000 - 25,000; Full time

Benefits offered by this job

Medical benefits

Dental & vision

Life insurance

Short-term disability

401(k) with match

PTO & holidays

DailyPay

Job summary

The Pep Boys Manny Moe & Jack LLC is seeking a Customer Service Lead to elevate the service center experience. You will model advanced Customer Service Advisor duties, mentor teammates, and assume key holder responsibilities to support smooth daily operations.

As on-site leader, you will open/close the store, supervise safety and procedures, and collaborate with technicians and management to drive customer satisfaction and retention while upholding company policies.

Qualifications

• Three to five years of service industry experience.
• Strong knowledge of automotive service, maintenance and parts.
• Advanced communication and customer service skills.
• Ability to mentor and train team members.
• Ability to handle escalated customer issues professionally.

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.
• 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.
• Assist 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.

Skills

Customer service leadership

Customer service excellence

Mentoring and coaching

Conflict resolution

Communication skills

Education

High school diploma or equivalent

Job description

The Pep Boys Manny Moe & Jack LLC is seeking a Customer Service Lead to elevate the service center experience. You will model advanced Customer Service Advisor duties, mentor teammates, and assume key holder responsibilities to support smooth daily operations.

As on-site leader, you will open/close the store, supervise safety and procedures, and collaborate with technicians and management to drive customer satisfaction and retention while upholding company policies.