Role OverviewThe 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.
What You Will Do
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.
Why It Might Be a Fit
The CSL will often work an opposite shift of the Service Center Manager and serves as a point-person during assigned hours. The role requires strong customer focus, leadership presence, and operational accountability.
Requirements
- 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
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
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