Service Center Lead — Elevate Customer Experience

pepboyscareers; Baton Rouge (LA); 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 match

PTO & holidays

DailyPay

Job summary

Pep Boys is seeking a Customer Service Lead in Baton Rouge, LA to drive superior customer experiences and lead daily service operations. This role opens/closes the store when scheduled, acts as on-site leader in the manager's absence, and mentors Advisors to uphold safety, service, and sales standards.

The CSL will partner with technicians and management to optimize service flow, coach staff on communication and product knowledge, and ensure consistent, high-quality customer interactions.

Qualifications

• High school diploma or equivalent required.
• Three to five (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.
• 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.
• 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

Leadership

Customer service

Mentoring

Communication

Sales techniques

Coaching

Problem solving

Process improvements

Team coaching

Shift flexibility

Education

High school diploma or equivalent

Job description

Pep Boys is seeking a Customer Service Lead in Baton Rouge, LA to drive superior customer experiences and lead daily service operations. This role opens/closes the store when scheduled, acts as on-site leader in the manager's absence, and mentors Advisors to uphold safety, service, and sales standards.

The CSL will partner with technicians and management to optimize service flow, coach staff on communication and product knowledge, and ensure consistent, high-quality customer interactions.