Customer Experience Manager

$70,000 - $85,000/Yr

Brody Brothers Pest Control - Owings Mills, MD

Full-time - Mid Level

Owings Mills, MD

Administrative and Support Services

About the position

The Customer Experience Manager (CEM) at Brody Brothers Pest Control is a strategic leadership role focused on enhancing customer service and sales performance. The CEM will lead a team of Customer Service Leads and Representatives, driving operational excellence and ensuring high-quality customer experiences. This position involves refining processes, mentoring staff, and utilizing data analysis to exceed sales goals while maintaining customer satisfaction.

Responsibilities

• Lead by example with a service-first leadership style.
• Mentor, coach, and motivate the team to provide outstanding customer service.
• Develop and track KPIs and refine call center goals to ensure sales targets are met.
• Monitor call volumes to optimize staffing and handle high-level service inquiries.
• Oversee daily operations and ensure smooth team collaboration.
• Conduct performance reviews and manage HR documentation.
• Create a positive work environment through reward programs and team support.
• Serve as a backup for escalated customer issues.
• Maintain accurate customer records and participate in leadership meetings.

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).

Nice-to-haves

• Experience with Salesforce.
• Proficiency in Microsoft Excel and Microsoft Office.
• Strong analysis skills.
• Account management experience.
• Leadership experience.

Benefits

• Disability insurance
• 401(k) with 3% match
• Health insurance
• Dental insurance
• Flexible spending account
• Paid time off
• Vision insurance
• Life insurance