Pep Boys ยท 16 hours ago
Lead Customer Service Advisor
Conyers, GA
Full-time
Onsite
Mid, Senior Level
$11/hr - $18/hr
3+ years expPep Boys is a well-known automotive service provider, and they are seeking a Lead Customer Service Advisor. This role is critical in delivering exceptional customer experiences while mentoring team members and ensuring operational excellence within the service center.
AutomotiveRetailService Industry
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
Qualification
Required
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
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
Company
Pep Boys
Pep Boys is an automotive aftermarket chain and retailer that offers quality auto repair and car parts.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2015-12-31Acquired
Leadership Team
Joe Auriemma
Chief Executive Officer
Scott Collette
Chief Executive Officer
Recent News
2025-11-14
Arizona Daily Star
2025-11-13
2025-11-07
Company data provided by crunchbase