Customer Experience Director

19 hours ago


Owings Mills, Maryland, United States Brody Brothers Pest Control Full time

h3JobOverview/h3pWeareseekingahighlyskilledCustomerExperienceManagertoleadourteamofCustomerServiceLeadsandRepresentatives.Inthiscriticalrole,youwillberesponsiblefordrivingperformance,managingoperations,andensuringwedelivertop-notchcustomerexperiences./ppAsourCustomerExperienceManager,youwillhavetheopportunitytorefineprocessesandprocedures,consistentlyexceedingsalesgoalswhilekeepingcustomersatisfactionattheforefront.Youwillleadfromthefront,shapinginternalinitiatives,drivingcontinuousimprovementthroughdataanalysis,andestablishingbestpracticesthatwillsetthestandardforexcellence./ppYouwillalsoplayavitalroleincoaching,mentoring,andinspiringyourteam—creatingasupportiveenvironmentwhereeveryemployeethrives.Bytacklingcomplexcustomerchallengeswithasolutions-orientedmindset,youwillhelpuscontinuetoexceedexpectationsinbothcustomerserviceandsalesperformance./ph3KeyResponsibilities/h3ulliLeadbyexample—supportingyourteamwithaservice-firstleadershipstylethatfocusesonempoweringemployeestoexcel./liliMentor,coach,andmotivateyourteamtoprovideoutstandingcustomerservice,usingfeedbackandtrainingtodriveexcellence./liliDevelopandtrackKPIsandrefinecallcentergoalstoensuresalestargetsareconsistentlyachievedorexceeded./liliMonitorcallvolumestooptimizestaffing,andhandlehigh-levelserviceandtechnicalinquiries./liliOverseedailyoperations,ensuringsmoothteamcollaborationandtimelyreporting./liliConductperformancereviewsandmanageHRdocumentationwithdiscretion./liliCreateapositive,engagingworkenvironmentthroughrewardprogramsandproactiveteamsupport./liliServeasabackupforescalatedcustomerissues,ensuringroutesandcommunicationtoolsareoptimizedforsuccess./liliMaintainaccuratecustomerrecordsandparticipateinregularleadershipmeetingstoensurealignmentwithcompanygoals./li/ulh3Requirements/h3ulliHighSchoolDiplomaorequivalent(required)/liliBachelor'sdegreeorequivalentcombinationofeducationandexperience(preferred)/lili3+yearsofsupervisoryexperienceinacallcenterorcustomerserviceenvironment/lili7+yearsofrelevantcustomerserviceexperience/liliKnowledgeofPestPacandroutingisaplus/liliExperienceinahigh-volume,fast-pacedcallcenter(preferred)/li/ulh3Benefits/h3ulliMonday-Fridayschedule(NOSaturdays),occasionalMANDATORYSundays/liliDental,vision,short-termdisability,andlifeinsurance:100%employer-covered/lili3medicalinsuranceplanstochoosefromwithemployercontribution/lili401kwith3%employermatch/liliBagelWednesdaysandDonutFridays/liliPositive,team-orientedenvironmentwithopportunitiesforgrowth/liliJoinastable,growingcompanywithdeeprootsinthecommunity/li/ulpAboutBrodyBrothersQualityPestControl/ppWeareafamily-ownedcompanyproudlyservingBaltimoresince1984,committedtoprovidingbothourcustomersandemployeeswithawarm,welcomingenvironment.Wevaluegrowth,learning,andmaintainingapositiveworkplaceculturewhereourteammemberscanthrive./p



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