Lead Customer Service Advisor

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.

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.
• 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.
• Assist with interviewing and evaluating candidates and provide ongoing feedback to support team development.
• 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.
• Able to handle escalated customer issues with professionalism and confidence.
• Able to coach and guide less-experienced team members while maintaining personal workload.
• Able to identify process improvements and contribute to service center performance goals.
• Able to work Days, Nights, Weekends, Holidays.

Physical Demands/Work Environment

• 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

$14.00 to $18.00 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.