Lead Customer Service Advisor

Icahn Automotive Group•Chandler, AZ

About The Position

The Lead Customer Service Advisor (Customer Service Lead) delivers exceptional customer experiences while serving as a trusted leader and operational point person within the service center. The role performs Customer Service Advisor responsibilities at an advanced level and assumes key-holder duties, including opening and closing the store as scheduled. When management is not present, the Lead Customer Service Advisor is the primary on-site leader, supporting daily operations and ensuring safety, compliance, and customer satisfaction standards are met. The role often works an opposite shift from the Service Center Manager and serves as the point person during assigned hours.

Requirements

High school diploma or equivalent.
Three to five 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, including the 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 professionally and confidently.
Ability to coach and guide less-experienced team members while maintaining a personal workload.
Ability to identify process improvements and contribute to service center performance goals.
Ability to work days, nights, weekends, and holidays.
Ability to frequently lift, carry, and place merchandise and supplies weighing up to 50 pounds without assistance.
Ability to stand and walk for long periods and frequently reach overhead and below the knees, squat, bend, stoop, kneel, and twist.
Ability to climb ladders to retrieve and stock merchandise.
Ability to communicate effectively in person, by telephone, or using telecommunications equipment.
Ability to enter and locate information on a computer, present information to small and large groups, and visually verify information, often in small print.
Ability to safely operate a motor vehicle.

Responsibilities

Perform Customer Service Advisor duties at an advanced level, model exceptional customer service, build trust, and resolve complex or escalated customer concerns.
Serve as a subject matter expert on products, services, systems, and shop procedures, providing recommendations, explanations, and guidance to customers and team members.
Open and close the service center as scheduled and complete required operational, cash-handling, and security procedures.
Lead daily operations and resolve issues when the Service Center Manager is not present, while ensuring adherence to company policies.
Mentor, train, and onboard Customer Service Advisors in communication, service recommendations, and sales techniques.
Assist management with interviewing and evaluating candidates and provide ongoing feedback to support team development.
Partner with technicians and management to support accurate, efficient, customer-focused service, drive sales, and improve customer retention.
Model and enforce safety standards, effective communication, and collaboration during assigned shifts.
Perform other duties as assigned.