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Customer Experience Manager

3 months ago

Owings Mills, United States Brody Brothers Pest Control Full time $70,000 - $85,000
Job description

Position OverviewWe are seeking a strategic and adaptable Customer Experience Manager (CEM) to lead our team of Customer Service Leads and Representatives. This position will play a key role in both sales and customer service, ultimately striving to manage customer service operations, drive sales performance, and ensure successful sales strategies and customer satisfaction.

As a CEM, you will lead our efforts to provide the highest level of customer service by refining current processes and procedures to consistently meet or exceed established sales goals. In this role, you will identify, develop, and drive internal projects and initiatives, analyze and evaluate data and analytics to continuously improve techniques, establish best practices, and develop workflow processes.

Additionally, you will regularly train, coach, mentor, and evaluate individual and team performance, all while bringing a friendly, service-oriented mindset to resolving difficult situations and customer service needs.

Essential Duties and Responsibilities
  • Lead by example, working alongside your staff to support and build them up, embodying our service leadership philosophy: take care of your staff, and they will take care of you.
  • Mentor, coach, and motivate employees to deliver excellent customer service through monitoring, training, and feedback.
  • Develop, track, and refine call center goals, KPIs, and reporting processes to ensure sales targets are met or exceeded.
  • Monitor call volume for proper staffing and handle high-level service and technical queries.
  • Oversee daily tasks, update customer issues across teams, and ensure timely report submission.
  • Conduct performance reviews, manage HR documentation, and handle confidential information with discretion.
  • Foster a positive work environment with reward programs to enhance employee retention and resolve team barriers.
  • Serve as a backup for escalated customer issues and ensure optimized routes and communication equipment functionality.
  • Maintain accurate customer accounts and records of interactions, and participate in regular meetings with department managers.

Qualifications
  • High School Diploma or equivalent (required)
  • Bachelor’s degree or equivalent combination of education and experience (preferred)
  • 3 years of supervisory experience
  • 7+ years of relevant customer service experience
  • SalesForce knowledge a plus
  • Management experience in a high-volume call-center environment (preferred)

Benefits and Extra Details
  • Schedule: Monday-Friday, occasional Sundays (NO SATURDAYS)
  • Dental, vision, short-term disability, and life insurance: 100% covered by employer
  • 3 Medical insurance plans to choose from
  • 401k with employer match up to 3%
  • Bagel Wednesdays and Donut Fridays
  • Upbeat, friendly work environment
  • Stable company that is GROWING

About Brody Brothers Quality Pest Control As a family-owned company serving Baltimore's pest control needs since 1984, we pride ourselves on our expertise and warm family atmosphere. We work hard to maintain a positive workplace where employees are able to learn, develop, and advance their careers while also providing our customers with excellent service.

Does this sound like your next ideal career opportunity? If so, please apply

We are an EOE and drug-free workplace.
Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance  (100% covered by employer)
  • Health insurance
    • 3 plans to choose from, significant employer contribution toward premium
  • Life insurance (100% covered by employer)
  • Paid time off - increases with tenure
  • Vision insurance (100% covered by employer)
  • Short Term Disability (100% covered by employer)
  • Life Insurance (100% covered by employer)

Experience:
  • Microsoft Office: 1 year (Preferred)
  • Sales: 1 year (Preferred)

Ability to Commute:
  • Owings Mills, MD 21117 (Required)

Work Location: In person