Lead Customer Service Advisor

Pep Boys•Chandler, AZ

5d•$15 - $18

About The Position

The Customer Service Lead (CSL) delivers exceptional customer experiences while serving as a trusted leader and operational point person within the service center. The CSL performs all Customer Service Advisor responsibilities at an advanced level and has key holder responsibilities, including opening and closing the store according to scheduled hours and acting as the primary on-site leader when management is not present. The role supports daily service center operations, mentors team members, and helps ensure safety, compliance, and customer satisfaction standards are met. The CSL 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, with the ability to influence others 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.

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, technical explanations, and guidance to customers and team members.
Act as a key holder, opening and closing the service center as scheduled and completing operational, cash-handling, and security procedures.
Serve as the primary point of contact and leader on duty when the Service Center Manager is absent, maintaining smooth operations, resolving issues, and ensuring adherence to company policies.
Mentor, train, and onboard Customer Service Advisors, sharing best practices 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 operations and identify 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.
Perform other duties as assigned.