The Customer Service Lead (CSL) plays a critical role in delivering exceptional customer experiences while serving as a trusted leader and operational point person within the service center. In addition to performing all Customer Service Advisor responsibilities at an advanced level, the CSL assumes key holder responsibilities, including opening and closing the store based on scheduled hours and acting as the primary on-site leader when management is not present.
This role is designed for a high-performing service professional who combines strong customer focus, leadership presence, and operational accountability. The CSL supports daily service center operations, mentors team members, and ensures standards of safety, compliance, and customer satisfaction are consistently met. The CSL will often work an opposite shift of the Service Center Manager and serves as a point-person during assigned hours.
Duties & 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.
- 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, with proven ability to influence and resolve complex situations.
- Strong mentoring, coaching, and training skills.
- Conflict resolution and problem-solving skills.
- Ability to handle escalated customer issues with professionalism and confidence.
- 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.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Physical Demands
- Must be able to frequently lift, carry, and place merchandise and supplies up to 50 pounds without assistance.
- Frequent standing and walking for long periods of time.
- Frequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting.
- Climb up and down ladders to retrieve and stock merchandise.
- Communicate effectively in person, by telephone, or by using telecommunications equipment.
- Enters and locates information on computer.
- Presents information to small and large groups.
- Visually verifies information, often in small print.
- Safely operates a motor vehicle.
- Medical, dental, and vision benefits
- Life insurance
- Short Term Disability
- Supplemental benefits
- 401(k) with company match
- PTO and holiday pay
- On-demand pay partner (DailyPay)
- Reduced benefits available for part-time team members
- $11.00 to $18.00 per hour based on experience
- Sales commission
- Flat Rate on labor hours produced
About the company
Company website•Vehicle Repair and Maintenance
For over a century, our customers have counted on Pep Boys to keep them moving. Founded in Philadelphia in 1921 by Navy veterans Manny, Moe, and Jack, we’ve grown into a network of nearly 800 automotive service centers across the U.S. and Puerto Rico powered by thousands of team members who take pride in doing the job right.
Today, we’re focused on making car care simple, transparent, and accessible. That means providing our team members with valuable training opportunities and building a culture grounded in trust, safety, and professionalism. This commitment has earned us the recognition of being named a Forbes 2025 Best-In-State Employer.
As Pep Boys enters its next chapter, our team members are driving that transformation. We’re dedicated to creating an environment where you can build your skills, grow your career, and take pride in the work you do—whether you’re in the service bay, supporting customers, or working behind the scenes.
*Pep Boys is an equal opportunity employer. Qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, sexual orientation, age, disability, pregnancy, marital status, veteran status, or any other category protected by federal, state, or local law. If you have a disability and require assistance in the application process, please contact Talent Acquisition ([email protected]).