Call Center Team Lead - Pest Control

ARUZA PEST CONTROL•Charlotte, NC

14d

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