What are the responsibilities and job description for the Lead Customer Service Representative position at Brody Brothers Pest Control?
Full job description
Lead Customer Service Representative (Office Manager Experience Preferred)
Brody Brothers is looking for an energetic Lead Customer Service Representative (Lead CSR) to lead and inspire one of our teams of Customer Service Representatives (CSRs) in our corporate office. If you have office manager experience, love boosting morale, and enjoy keeping a team motivated, this is the perfect role for you!
Why This Role?
As the Lead CSR, you'll oversee and develop one of our customer service teams, ensuring smooth daily operations and handling escalated customer concerns. If you've thrived as an office manager, your experience in problem-solving, team leadership, and customer satisfaction makes you a perfect fit. We need a cheerleader—someone who brings energy, encouragement, and a positive attitude to the team every day!
Office managers excel at customer escalations, staying calm under pressure, resolving conflicts, and ensuring customer satisfaction. They are also pros at training and coaching, helping CSRs improve service quality and efficiency. Your ability to create a positive, supportive environment will be key in this role!
Location: Owings Mills, MD (In-office position)
Responsibilities:
- Train and develop the CSR team.
- Keep the team motivated with encouragement and positivity.
- Monitor performance and ensure service goals are met.
- Handle escalated customer issues with patience and problem-solving skills.
- Optimize scheduling and routes for efficiency.
- Track key performance metrics and implement process improvements.
- Oversee customer service quality and maintain high standards.
- Work with the Customer Experience Manager on company initiatives.
Qualifications:
- 10 years of customer service experience
- 5 years of management experience in a high-volume call center or office setting
- A bubbly, upbeat personality that keeps the team engaged and motivated
- Ability to stay composed in high-pressure situations
- Previous office manager experience strongly preferred
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word); Pivot Tables a plus
- Strong leadership, coaching, and problem-solving skills
- Experience in the pest control industry is a plus
Why Join Brody Brothers?
We are a family-owned pest control company serving Baltimore since 1984. Our culture is built on teamwork, fun, and excellence in customer service. We offer above-average pay, career growth opportunities, and excellent benefits in a positive, supportive work environment!
Ready to Apply?
Submit your resume here: Application Link
Brody Brothers is an EOE and a drug-free workplace.
- Pay: $starting at $23/hr.
Salary : $23
