Sales Customer Service Team Lead

Brody Brothers Pest Control•Owings Mills, MD

3d•Onsite

About The Position

Brody Brothers is seeking a people-first leader to join their growing team. This role involves leading and developing a team of Customer Service Representatives, handling escalated customer situations, and optimizing workflows. The ideal candidate will have experience in a high-volume environment, strong communication skills, and a passion for building relationships and driving customer loyalty. Brody Brothers is a family-owned company with a strong reputation for integrity and customer service, serving the Baltimore and surrounding Maryland counties since 1984.

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 without being pushy.
Proficiency in pulling reports in Excel.
Experience handling difficult employee conversations.
Thrives in a fast-paced environment while maintaining composure under pressure.
Ability to build strong relationships with team members.
Desire for a career path with opportunities for internal promotion.

Responsibilities

Lead and develop a team of Customer Service Representatives, including coaching, motivating, and setting high standards.
Own escalated customer situations and transform them into opportunities for building loyalty.
Coach the team on effective customer conversations, including welcoming new customers, handling cancellations with empathy, and making every interaction count.
Model excellent customer interaction skills 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 reliable point of contact and support for the team during challenging and successful times.