Customer Experience Manager

2 days ago


Owings Mills, Maryland, United States Brody Brothers Pest Control Full time
Job Title: Customer Experience Manager

We are seeking a highly skilled and experienced Customer Experience Manager to lead our customer service team. As a key member of our organization, you will be responsible for driving customer satisfaction, sales performance, and team excellence.

Key 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.
Requirements:
  • 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)
Benefits:
  • 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, we are 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.



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