Service Center Lead: Customer Experience & Operations

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

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short-Term Disability

401(k) with company match

Paid time off & holidays

DailyPay – on-demand pay

Reduced benefits for part-time team

Job summary

The Pep Boys Manny Moe & Jack LLC is seeking a Customer Service Lead to guide the service center, open/close the store, and act as a key on-site leader when management is absent. This role blends customer-focused service with operational accountability and team mentorship.

You will mentor Customer Service Advisors, support interviews, and collaborate with technicians to improve service delivery and drive sales. A valid driver's license and automotive knowledge are required.

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.
• 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

Advanced communication

Mentoring/coaching

Conflict resolution

Process improvement

Service center operations

Team leadership

Trust and escalation handling

Education

High school diploma

Job description

The Pep Boys Manny Moe & Jack LLC is seeking a Customer Service Lead to guide the service center, open/close the store, and act as a key on-site leader when management is absent. This role blends customer-focused service with operational accountability and team mentorship.

You will mentor Customer Service Advisors, support interviews, and collaborate with technicians to improve service delivery and drive sales. A valid driver's license and automotive knowledge are required.