Lead Customer Service Representative

A top rated pest control company in Baltimore,  is seeking a Lead Customer Service Representative (Lead CSR) to manage a team of Customer Service Representatives (CSRs) in our corporate office.

As the Lead CSR, you’ll develop and track the achievement of CSRs and organize daily tasks. You’ll also serve as a point of escalation for more complex or difficult customer issues. In addition, you’ll participate in maintaining and elevating our brand as a leader in customer service in our industry. If you’ve got a calm demeanor, have previous supervisory experience in a call-center, show longevity working for another company and enjoy problem resolution in a fast-paced environment, then keep reading!


  • Hire, train new CSRs, and continuously develop the team.
  • Track achievement of sales goals ensuring goals are met and/or exceed expectations.
  • Manage team’s schedule and work in coordination with team members and management to ensure appropriate staffing coverage levels (callouts, PTO, etc.).
  • Coordinate with HR to address and document any employee and disciplinary issues.
  • Supervise, organize, and direct the team to complete daily tasks and answer all high-level service and technical questions.
  • Serve as back-up on the phones and as a point of escalation for more complex customer issues. Respond to and resolve customer complaints or issues that may occur during service.
  • Ensure routes are optimized throughout the day, and confirm for the following workday before close and adjust as needed.
  • Address escalated customer emergency situations that arise in a calm and attentive manner, and ensure that appropriate actions are taken to promptly resolve issues.
  • Develop and implement a reporting process to track metrics and progress.
  • Schedule services and routes and look for opportunities and efficiencies to improve the process.
  • Interact with customers via telephone or email to provide support and information on products and services.
  • Provide explanations and instructions, triage clients and visitors, when needed, assuring that all inquiries are addressed and resolved.
  • Continuously seek out new efficiencies and process improvements that support the growth and goals of the Company.
  • Implement production standards daily as set by upper management to ensure that all routes, callbacks, and new starts are properly serviced.
  • Oversee Brody Brothers level of customer service by elevating the CSR’s customer service skills to maintain excellent service, even when dealing with difficult customers.
  • Prepare basic correspondence using templates and existing form letters of documents. Responsible for performing basic mailings, such as invoicing, statements, and Accounts Receivable paperwork.
  • Oversee accuracy of all statements, invoicing, billing, and account setups.
  • Oversee the CSR’s lead generation and maintenance process; Account manage commercial leads and larger accounts.
  • Work collaboratively with management and other team members.
  • Drive and implement cross-functional company projects and initiatives.


  • High School Diploma or GED
  • 10+ years of relevant customer service experience
  • Previous call-center experience
  • Pest Control industry knowledge a plus
  • Previous management experience, ideally in a high-volume call-center environment
  • Longevity with another company is important to us!
  • Proficient in Microsoft Office Suite (Excel, PowerPoint, Word) and other software systems; Pivot Tables a plus!
  • Ability to manage multiple competing deadlines in pressured situations
  • Possesses a calm and steady disposition while interacting with difficult customers or situations
  • Strong problem-solving skills with the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Excellent verbal and written communication skills

Pay: $21-25/hr.

Schedule:  Full-time

Benefits: Benefit Package included.

Application Instructions:  Interested candidates should forward resume to MF.

Zip code: 21218

Job ID: #10411BBP







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