Lead Customer Service Advisor

Pep Boys•Albuquerque, NM

6d•$12 - $18

About The Position

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.

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.