Service Center Lead: Elevating Customer Experience

pepboyscareers; Ocean City, Fort Walton Beach (FL, FL); On-site; USD 19,000 - 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

Pep Boys is seeking a Customer Service Lead in a service center to deliver exceptional customer experiences and act as a trusted on-site leader during assigned hours. The role combines mentorship, process improvement, and strong service orientation to drive sales and customer retention.

The CSL will mentor staff, support interviewing and onboarding, and collaborate with technicians to ensure safe, efficient service operations while maintaining high standards of customer satisfaction.

Qualifications

• Advanced customer service delivery and leadership responsibilities.
• Mentor, train, and onboard Customer Service Advisors.
• Ensure safety, compliance, and customer satisfaction.
• Open/close store as key holder and lead when management is absent.

Responsibilities

• Perform advanced Customer Service Advisor duties with a role model approach.
• Be the SME on products, services, systems, and shop procedures for customers and team.
• Open and close the store as scheduled, handling cash and security procedures.
• Serve as the primary on-duty leader when the Service Center Manager is absent.

Skills

Customer service

Leadership

Communication

Mentoring

Conflict resolution

Store operations

Safety compliance

Sales techniques

Escalation handling

Time management

Education

High school diploma or equivalent

Job description

Pep Boys is seeking a Customer Service Lead in a service center to deliver exceptional customer experiences and act as a trusted on-site leader during assigned hours. The role combines mentorship, process improvement, and strong service orientation to drive sales and customer retention.

The CSL will mentor staff, support interviewing and onboarding, and collaborate with technicians to ensure safe, efficient service operations while maintaining high standards of customer satisfaction.