Customer Service Team Lead & Supervisor V3

Brody Brothers Pest Control•Owings Mills, MD

1d•Onsite

About The Position

Brody Brothers is seeking an energetic Customer Service Team Lead (Lead CSR) to lead and inspire one of their Customer Service Representative (CSR) teams in their corporate office full-time. Brody Brothers is a family-owned pest control company serving Baltimore since 1984, known for its culture of teamwork, fun, and excellence in customer service. The company offers above-average pay, career growth opportunities, and excellent benefits in a positive, supportive work environment. The Lead CSR will oversee and develop a customer service team, ensuring smooth daily operations and handling escalated customer concerns. The ideal candidate will have experience as an office manager, demonstrating strong problem-solving, team leadership, and customer satisfaction skills. The role requires a positive, encouraging individual who can motivate the team, excel at customer escalations, stay calm under pressure, resolve conflicts, and ensure customer satisfaction. The Lead CSR will also be responsible for training and coaching, fostering a positive office atmosphere, and helping CSRs improve service quality and efficiency.

Requirements

10+ years of customer service experience
5+ years of management experience in a high-volume call center or office setting
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
A bubbly, upbeat personality that keeps the team engaged and motivated
Strong leadership, coaching, and problem-solving skills
Ability to stay composed in high-pressure situations
Willingness to submit to a background check and drug screen
Ability to reliably commute or relocate to Owings Mills, MD
Worked at one company for at least 4 years

Nice To Haves

Previous office manager experience strongly preferred
Pivot Tables a plus
Experience in the pest control industry is a plus

Responsibilities

Oversee customer service quality and maintain high standards.
Train and develop the CSR team.
Track key performance metrics and implement process improvements.
Handle escalated customer issues with patience and problem-solving skills.
Optimize scheduling and routes for efficiency.
Keep the team motivated with encouragement and positivity! Be your team's cheerleader!
Monitor performance and ensure service goals are met.
Work with the Customer Experience Manager on company initiatives.