Customer Service Team Lead & Supervisor V3

Lead Our Customer Service Team with Energy and HeartAre 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 BrothersWe 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 YouAs 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 Qualifications10+ years of customer service experience5+ years of management experience in a high-volume call center or office settingPrevious office manager experience strongly preferredProficiency in Microsoft Office Suite (Excel, PowerPoint, Word); Pivot Tables a plusA bubbly, upbeat personality that keeps the team engaged and motivatedStrong leadership, coaching, and problem-solving skillsAbility to stay composed in high-pressure situationsExperience in the pest control industry is a plusCustomer Service Team Lead ResponsibilitiesOversee 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 & BenefitsJob Type: Full-timePay: $21.00 - $25.00 per hour (eligible for discretionary bonuses based on performance and business success)Schedule: Monday - Friday, Overtime AvailableLocation: 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% matchApplication QuestionsAre 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.