Lead Our Customer Service Team with Energy and Heart

Are you an experienced office manager or team leader who thrives on keeping people motivated? Brody Brothers is looking for an energetic Customer Service Team Lead (Lead CSR) to lead and inspire one of our teams of Customer Service Representatives (CSRs) in our corporate office full-time.

About 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!

Why This Customer Service Team Lead Role is Right for You

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, building a positive office atmosphere, and helping CSRs improve service quality and efficiency. Your ability to create a enthusiastic, supportive environment will be key in this role!

Required Qualifications

• 10+ years of customer service experience
• 5+ years of management experience in a high-volume call center or office setting
• Previous office manager experience strongly preferred
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word); Pivot Tables a plus
• 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
• Experience in the pest control industry is a plus

 

Customer Service Team Lead 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.

 

Pay, Schedule & Benefits

Job Type: Full-time

Pay: $21.00 - $25.00 per hour (eligible for discretionary bonuses based on performance and business success)

Schedule: Monday - Friday, Overtime Available

Location: Owings Mills, MD (In-office position)

Benefits: Health (3 plans to choose from), Dental & Vision (100% covered by company), Paid Time Off, 401k with up to 4% match

Application Questions

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

 

If you have office manager experience and love leading a team with enthusiasm and encouragement, apply today!

Brody Brothers is an EOE and a drug-free workplace.

Short term disability, life insurance, dental / vision - covered 100% by employer. 3 options for medical insurance with employer contribution, 401k with employer match.