Customer Experience Manager

2 months ago

Owings Mills, United States Brody Brothers Pest Control Full time

Are you a dynamic, strategic-minded leader with a passion for both high-level strategy and hands-on leadership?

Do you bring a warm, engaging personality and the drive to design and execute impactful plans that deliver results? If so, we want to talk to you

Position Overview

We're looking for a Customer Service Manager (CSM) to lead our talented team of Customer Service Leads and Representatives. In this critical role, you'll be a key player in both sales and customer service-driving performance, managing operations, and ensuring we deliver top-notch customer experiences.

As our CSM, you'll have the opportunity to refine processes and procedures, consistently exceeding sales goals while keeping customer satisfaction at the forefront. You'll lead from the front, shaping internal initiatives, driving continuous improvement through data analysis, and establishing best practices that will set the standard for excellence.

You'll also play a vital role in coaching, mentoring, and inspiring your team-creating a supportive environment where every employee thrives. By tackling complex customer challenges with a solutions-oriented mindset, you'll help us continue to exceed expectations in both customer service and sales performance.

Essential Duties and Responsibilities

* Lead by example-supporting your team with a service-first leadership style that focuses on empowering employees to excel.
* Mentor, coach, and motivate your team to provide outstanding customer service, using feedback and training to drive excellence.
* Develop and track KPIs and refine call center goals to ensure sales targets are consistently achieved or exceeded.
* Monitor call volumes to optimize staffing, and handle high-level service and technical inquiries.
* Oversee daily operations, ensuring smooth team collaboration and timely reporting.
* Conduct performance reviews and manage HR documentation with discretion.
* Create a positive, engaging work environment through reward programs and proactive team support.
* Serve as a backup for escalated customer issues, ensuring routes and communication tools are optimized for success.
* Maintain accurate customer records and participate in regular leadership meetings to ensure alignment with company goals.

Qualifications

* High School Diploma or equivalent (required)
* Bachelor's degree or equivalent combination of education and experience (preferred)
* 3+ years of supervisory experience in a call center or customer service environment
* 7+ years of relevant customer service experience
* Knowledge of PestPac and routing is a plus
* Experience in a high-volume, fast-paced call center (preferred)

Salary

* $70-90,000 / year

Benefits & Perks

* Monday-Friday schedule (NO Saturdays), occasional MANDATORY Sundays
* Dental, vision, short-term disability, and life insurance: 100% employer-covered
* 3 medical insurance plans to choose from with employer contribution
* 401k with 3% employer match
* Bagel Wednesdays and Donut Fridays
* Positive, team-oriented environment with opportunities for growth
* Join a stable, growing company with deep roots in the community

About Brody Brothers Quality Pest Control

As a family-owned company proudly serving Baltimore since 1984, Brody Brothers Quality Pest Control is committed to providing both our customers and employees with a warm, welcoming environment. We value growth, learning, and maintaining a positive workplace culture where our team members can thrive.

Does this sound like the next chapter in your leadership career? If so, apply today

We are an Equal Opportunity Employer and maintain a drug-free workplace.

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