Lead Customer Service Advisor

Pep Boys • Annapolis, MD • 7h ago

179753

Job Description

Position Summary

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.

Knowledge, Skills, and Abilities

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.

Physical Demands/Work Environment

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.

Benefits

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

Pay Range

$16.00 to $19.80 per hour based on experience

Sales commission

Flat Rate on labor hours produced

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Status

Full-time

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