Call Center Team Lead - Pest Control
About The Position
Aruza 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. Job Summary 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.
Requirements
- 2+ years of experience in a call center or customer service role
- Strong communication and interpersonal skills
- Proven ability to coach, mentor, and support peers
- Customer-focused mindset with strong problem-solving skills
- Ability to handle high-volume calls while assisting others
- Comfortable using CRM systems and call center technology
Nice To Haves
- Experience as a team lead, senior CSR, or mentor role
- Experience in home services, pest control, or service-based industries
- Bilingual (English/Spanish) a plus
Responsibilities
- Provide ongoing, day-to-day coaching and guidance to customer service representatives
- Support team members with call handling, system questions, and customer concerns in real time
- Assist with onboarding and training of new hires, including shadowing and skill reinforcement
- Offer constructive feedback based on call reviews and observed interactions
- Monitor calls and customer interactions to ensure adherence to Aruza Pest Control’s service standards
- Help team members improve call quality, communication skills, and customer engagement
- Assist with handling escalated or complex customer issues when additional support is needed
- Reinforce best practices for professionalism, accuracy, and customer care
- Act as a point of contact for questions related to processes, scheduling, billing, and service setup
- Help ensure accurate documentation in CRM and scheduling systems
- Identify common issues or challenges and share insights with the Customer Experience Manager
- Support daily call center flow to ensure a smooth customer experience
- Answering phones and joining call queues to assist customers
- Partner with the Customer Experience Manager to roll out training initiatives, scripts, and process updates
- Provide feedback from the front lines to help improve tools, workflows, and customer interactions
- Promote a positive, team-focused environment that encourages learning and accountability
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
