Service Center Lead: Customer Experience Mentor

Pep Boys Inc; Ogden (UT); Hybrid; USD 15,000 - 25,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

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

Pep Boys Inc. is seeking a Customer Service Lead for its Ogden service center. The CSL will deliver exceptional customer experiences, mentor staff, and assume key holder responsibilities including opening and closing the store when scheduled.

The role requires leadership presence, strong product knowledge, and a focus on safety, compliance, and customer satisfaction. You will work closely with technicians to enhance service operations and sales results.

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 ability to influence and resolve complex situations.
• Strong mentoring, coaching, and training skills.

Responsibilities

• Perform all Customer Service Advisor duties at an advanced level and lead by example.
• Serve as SME on products, services, systems and shop procedures for customers and team.
• Act as key holder for opening/closing the service center per schedule.
• Lead on duty when Service Center Manager is absent and ensure smooth operations.
• Mentor, train, and onboard Customer Service Advisors; share best practices.
• Assist management with interviewing and evaluating candidates and provide feedback.
• Collaborate with technicians and management to optimize service operations and drive sales.
• Promote safety, compliance and a collaborative work environment across shifts.
• Other duties as assigned.

Skills

Leadership

Customer service

Communication

Coaching

Mentoring

Sales techniques

Education

High school diploma or equivalent

Job description

Pep Boys Inc. is seeking a Customer Service Lead for its Ogden service center. The CSL will deliver exceptional customer experiences, mentor staff, and assume key holder responsibilities including opening and closing the store when scheduled.

The role requires leadership presence, strong product knowledge, and a focus on safety, compliance, and customer satisfaction. You will work closely with technicians to enhance service operations and sales results.