Sales Customer Service Team Lead

Brody Brothers Pest Control • Owings Mills, MD

4d • Onsite

About The Position

Brody Brothers is seeking a people-first leader to help scale their customer service department without losing company culture. The ideal candidate will be able to coach their team, handle escalated customer situations, and think strategically about how customer service drives results. This role involves partnering with other Customer Service Team Leads to build a department that customers feel good about interacting with. The company has been family-owned since 1984, has 80 employees, and serves Baltimore and surrounding Maryland counties. They have recently added two new locations and are continuing to grow.

Requirements

• 5+ years of experience leading teams in a high-volume office or call center environment.
• Ability to conduct consultative conversations, prioritizing listening and problem-solving over being pushy.
• Proficiency in pulling reports in Excel.
• Experience handling difficult conversations with employees.
• Ability to thrive in a fast-paced environment while remaining steady under pressure.
• Skill in building strong relationships with team members.
• Desire for a career path with opportunities for internal promotion.
• Strong interpersonal skills and a positive attitude towards people.

Responsibilities

• Lead and develop a team of Customer Service Representatives, including coaching, motivating, and setting high standards.
• Own escalated customer situations and resolve them to foster customer loyalty.
• Coach the team on effective customer conversations, including welcoming new customers, handling cancellations with empathy, and making every interaction count.
• Model excellent customer conversation techniques and guide the team to achieve them.
• Track performance metrics and identify areas for team improvement.
• Collaborate with the Customer Experience Manager on initiatives to enhance customer service.
• Optimize scheduling and workflows for efficiency.
• Serve as a point of support and leadership for the team during challenging and successful times.

Benefits

• Medical (3 plan options) with generous employer contribution
• Dental insurance
• Vision insurance
• Short Term Disability insurance (100% company-paid)
• Life Insurance (100% company-paid)
• PTO
• 401k with up to 4% match
• Discretionary performance bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed