Call Center Supervisor - Pest Control

Call Center Customer Service Team LeadAruza is a people-focused organization dedicated to providing exceptional pest control services while fostering personal and professional growth for our team members. We are a dynamic and fast-growing organization at the forefront of transformational change. We are committed to process improvement, innovation, and building a talented team to drive our mission forward.The Call Center Customer Service Team Lead plays a key role in supporting the customer service team by providing real-time coaching, guidance, and quality support. This position is not a formal people-management role, but rather a hands-on leader who helps elevate performance, consistency, and customer experience across the call center.The Team Lead serves as a subject matter expert, a go-to resource for customer service representatives, and a partner to the Customer Experience Manager in driving service excellence.Key Responsibilities:Provide ongoing, day-to-day coaching and guidance to customer service representativesSupport team members with call handling, system questions, and customer concerns in real timeAssist with onboarding and training of new hires, including shadowing and skill reinforcementOffer constructive feedback based on call reviews and observed interactionsMonitor calls and customer interactions to ensure adherence to Aruza Pest Control's service standardsHelp team members improve call quality, communication skills, and customer engagementAssist with handling escalated or complex customer issues when additional support is neededReinforce best practices for professionalism, accuracy, and customer careAct as a point of contact for questions related to processes, scheduling, billing, and service setupHelp ensure accurate documentation in CRM and scheduling systemsIdentify common issues or challenges and share insights with the Customer Experience ManagerSupport daily call center flow to ensure a smooth customer experienceAnswering phones and joining call queues to assist customersPartner with the Customer Experience Manager to roll out training initiatives, scripts, and process updatesProvide feedback from the front lines to help improve tools, workflows, and customer interactionsPromote a positive, team-focused environment that encourages learning and accountabilityRequirements:2+ years of experience in a call center or customer service roleStrong communication and interpersonal skillsProven ability to coach, mentor, and support peersCustomer-focused mindset with strong problem-solving skillsAbility to handle high-volume calls while assisting othersComfortable using CRM systems and call center technologyExperience as a team lead, senior CSR, or mentor roleExperience in home services, pest control, or service-based industriesBilingual (English/Spanish) a plusAruza Pest Control is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.