Lead Customer Service Advisor

Pep Boys•Austell, GA

8h•Onsite

About The Position

The Customer Service Lead (CSL) is a crucial role focused on delivering exceptional customer experiences and acting as a trusted leader and operational point person within the service center. This position involves performing all Customer Service Advisor responsibilities at an advanced level, along with key holder duties such as opening and closing the store and serving as the primary on-site leader when management is absent. This role is designed for a high-performing service professional who demonstrates strong customer focus, leadership presence, and operational accountability. The CSL supports daily service center operations, mentors team members, and ensures consistent adherence to safety, compliance, and customer satisfaction standards. The CSL will often work an opposite shift to the Service Center Manager and acts as a point-person during their assigned hours.

Requirements

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.

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.