What are the responsibilities and job description for the Call Center Supervisor position at Aruza Pest Control?
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 Supervisor 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 Supervisor 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:
Coaching & Support
- 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
Call Quality & Customer Experience
- 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
Operational Support
- 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
Collaboration & Continuous Improvement
- 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
Job Requirements:
Required
- 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
Preferred
- 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
Aruza 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.