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.
• 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.
• Support management by assisting with interviewing and evaluating candidates and providing 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 $11.00 to $18.00 per hour based on experience.
• Sales commission Flat Rate on labor hours produced.

Qualifications

• 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.