Sales Customer Service Team Lead

Sales Customer Service Team Lead – $23–$26/hr + BONUS STRUCTURE| Owings Mills, MDLead a team. Grow a career. Make an impact at a company that actually knows your name.

Who We're Looking For

Brody Brothers is growing - and we need a savvy, people-first leader to help us scale without losing the culture that's made us great for 40+ years. We want someone who can read a room, coach their team to new heights, celebrate wins out loud, and think strategically about how great customer service drives real results. You'll partner with your team and the other Customer Service Team Leads to build something genuinely special - a department that customers feel good about every time they call!

If you've led teams in a high-volume environment, know how to have a real conversation with a frustrated customer (and turn it around), and you're the kind of person who makes the people around them better just by showing up - we want to meet you!

About Brody Brothers

Family-owned since 1984, 80 employees. Serving Baltimore and surrounding Maryland counties with a reputation built on doing the job right - not upselling people on things they don't need. We've been excited to add two new locations over the last three years and we aren't slowing down. You'd be joining a real team, not a revolving door.

What You'll Actually Do

• Lead and develop a team of Customer Service Representatives - coaching, motivating, holding the bar high.
• Own escalated customer situations and turn them into loyalty moments.
• Help your team have better conversations - whether that's welcoming a new customer the right way, turning around a cancellation with empathy and confidence, or coaching a CSR on how to make every interaction count.
• Model what a great customer conversation looks like and help your team get there too.
• Track performance metrics and identify where the team can sharpen up.
• Collaborate with the Customer Experience Manager on initiatives that improve how we serve customers.
• Optimize scheduling and workflows to keep things running efficiently.
• Be the person your team looks to when things get hard - and when things go well.

You're a Great Fit If You...

• Have 5+ years leading teams in a high-volume office or call center environment.
• Know how to have a consultative conversation - listening first, solving second, never pushy.
• Are equally comfortable pulling a report in Excel and having a tough conversation with an employee.
• Thrive in a fast-paced environment but stay grounded and steady under pressure.
• Build real relationships with the people you work with - your team trusts you and wants to do good work for you.
• Want a real career path, not just a job - we promote from within and invest in our people.
• Are just genuinely good at this and good to people.

Pay, Schedule & Benefits

• $23.00 – $26.00/hour (based on experience) + discretionary performance bonuses
• Monday–Friday | Full-time | Overtime available
• Benefits: Medical (3 plan options) with generous employer contribution, Dental / Vision / Short Term Disability / Life Insurance (100% company-paid), PTO, 401k with up to 4% match
• Location: Owings Mills, MD - in-office role