Customer Service Team Lead & Supervisor V3
About The Position
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. They are seeking an energetic Customer Service Team Lead (Lead CSR) to lead and inspire one of their full-time Customer Service Representative (CSR) teams in their corporate office. This role is ideal for an experienced office manager or team leader who excels at motivating people. The Lead CSR will oversee and develop a customer service team, ensuring smooth daily operations and handling escalated customer concerns. The position requires strong problem-solving skills, team leadership, and a focus on customer satisfaction. The company is looking for a positive and encouraging individual who can create an enthusiastic and supportive environment, train and coach CSRs, and 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
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.
Benefits
- Health (3 plans to choose from)
- Dental & Vision (100% covered by company)
- Paid Time Off
- 401k with up to 4% match
- Discretionary bonuses based on performance and business success
- Above-average pay
- Career growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1-10 employees
