Lead Customer Service

Brody Brothers is seeking a Lead Customer Service Representative (Lead CSR) to manage a team of Customer Service Representatives (CSRs) in our corporate office.

As the Lead CSR, you’ll develop and track the achievement of CSRs and organize daily tasks. You’ll also serve as a point of escalation for more complex or difficult customer issues. In addition, you’ll participate in maintaining and elevating our brand as a leader in customer service in our industry. If you’ve got a calm demeanor, have previous supervisory experience in a call-center, show longevity working for another company and enjoy problem resolution in a fast-paced environment, then keep reading!

This position will be located in the Owings Mills office.

To apply, see the application instructions section below.

RESPONSIBILITIES:

• Hire, train new CSRs, and continuously develop the team.
• Track achievement of sales goals ensuring goals are met and/or exceed expectations.
• Manage team’s schedule and work in coordination with team members and management to ensure appropriate staffing coverage levels (callouts, PTO, etc.).
• Coordinate with Customer Experience Manager and HR to address and document any employee and disciplinary issues.
• Supervise, organize, and direct one of the customer service teams to complete daily tasks and answer all high-level service and technical questions.
• Serve as back-up on the phones and as a point of escalation for more complex customer issues. Respond to and resolve customer complaints or issues that may occur during service.
• Ensure routes are optimized throughout the day, and confirm for the following workday before close and adjust as needed.
• Address escalated customer emergency situations that arise in a calm and attentive manner, and ensure that appropriate actions are taken to promptly resolve issues.
• Develop and implement a reporting process to track metrics and progress.
• Schedule services and routes and look for opportunities and efficiencies to improve the process.
• Interact with customers via telephone or email to provide support and information on products and services.
• Provide explanations and instructions, triage clients and visitors, when needed, assuring that all inquiries are addressed and resolved.
• Continuously seek out new efficiencies and process improvements that support the growth and goals of the company.
• Implement production standards daily as set by upper management to ensure that all routes, callbacks, and new starts are properly serviced.
• Oversee Brody Brothers level of customer service by elevating the CSR’s customer service skills to maintain excellent service, even when dealing with difficult customers.
• Prepare basic correspondence using templates and existing form letters of documents. Responsible for performing basic mailings, such as invoicing, statements, and Accounts Receivable paperwork.
• Oversee the CSR’s lead generation and maintenance process; Account manage commercial leads and larger accounts.
• Work collaboratively with management and other team members.
• Drive and implement cross-functional company projects and initiatives.

QUALIFICATIONS:

• High School Diploma or GED
• 10 years of relevant customer service experience
• Previous call-center experience
• Pest Control industry knowledge a plus
• 5 years of previous management experience, ideally in a high-volume call-center environment
• Longevity with another company is important to us!
• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word) and other software systems; Pivot Tables a plus!
• Ability to manage multiple competing deadlines in pressured situations
• Possesses a calm and steady disposition while interacting with difficult customers or situations
• Strong problem-solving skills with the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Excellent verbal and written communication skills

APPLICATION INSTRUCTIONS:

To apply, please copy and paste this link into your browser and then submit your resume: https://brodybrospest.bamboohr.com/careers/54?source=aWQ9MTg=

ABOUT BRODY BROTHERS QUALITY PEST CONTROL

We are a family-owned company that has been servicing Baltimore's pest control needs since 1984. We pride ourselves in our good ol' family atmosphere as well as being experts in our field. Everyone from our technicians to office staff is trained in how to answer pest questions. Our office staff, whether they like it or not, are always being sent photos of bugs to identify, and we consider them to be pest detectives just as much as our technicians. Brody Brothers Pest Control has won many service awards such as Angie’s list super service winners 10 times, Best of Baltimore 2 times, and Baltimore's Best Places to work 2019 with over 1500 Positive Google reviews. Let our success empower you to join a fun and rewarding career in Pest Management

We work hard to hire and retain people who don't take themselves too seriously and are as committed to quality customer service as we are. That's why we offer above-average pay for the industry, an excellent benefits package, and a fun work environment. We focus on career growth and like to promote from within.

READY TO JOIN OUR TEAM?

We are EOE and drug-free workplace.

Job Type: Full-time

Pay: $21.00 - $25.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Overtime

Application Question(s):

• Are you willing to submit to a background check and drug screen?
• Have you worked in one job/company continuously for at least 4 years?
• Will you be able to reliably commute or relocate to Owings Mills, MD?
• What is your level of proficiency with Excel and other similar software systems?

Experience:

• call-center customer service: 3 years (Required)
• supervisory: 5 years (Required)

Work Location: In person

Salary : $21 - $25