LSA Customer Service Team Lead

Description

LSA Customer Service Team Lead

Residential HVAC & Plumbing

Seacoast Service Partners

Location: Ormond Beach, FL —
100% In-Office (No Remote or Hybrid)

Pay: $27.00 – $35.00 per hour + incentive compensation

Job Type: Full-time, Non-Exempt (Hourly)

Reports To: Shared Services Manager

Seacoast Service Partners (SSP) is a growing, PE-backed residential home services platform transforming the plumbing and HVAC industry with leading partners across Florida. We're building a centralized customer care function to support our family of brands, and we're hiring a hands‑on LSA Customer Service Team Lead to help stand it up and run it.

Our Core Values guide everything we do:

• Working Together — We are people who care about improving lives and our communities.
• Safety Above All — We are dedicated to creating a safe workforce and workplace for every team member.
• Integrity & Trust — We deliver the highest quality services to solve our customers' toughest challenges.
• Results & Growth — We are committed to continuously striving for profitable growth and reinvestment in the future.

LSA Customer Service Team Lead supports the day‑to‑day performance, quality, and development of a small Customer Service Representative (CSR) team (3–5 people) handling inbound and outbound communications across our home services operating companies. This role focuses on floor‑level coaching, call quality, training reinforcement, and keeping the team on track—while also taking overflow calls as needed. The Team Lead reports to the Shared Services Manager, who provides broader oversight and handles higher‑level responsibilities.

Team Leadership & Development

• Assist with CSR onboarding and reinforce training on systems, scripts, and brand standards
• Support onboarding of new CSRs and reinforce training on systems, scripts, and brand standards
• Coach and develop the team through 1:1s, call reviews, and group huddles
• Build and maintain call scripts, SOPs, objection‑handling guides, and training materials
• Answer inbound calls as needed to support the team during peak volume
• Provide real‑time coaching and feedback to help CSRs stay on track and grow

Quality Assurance & Call Monitoring

• Monitor live and recorded calls daily using Ring Central
• Score calls against a defined QA rubric covering greeting, discovery, booking, and closing
• Deliver timely, actionable feedback and track coaching follow‑through
• Identify systemic issues (script gaps, routing errors, training needs) and expedite with recommended fixes

Google LSA Compliance & Lead Management

• Maintain Google Guaranteed / Local Services Ads accreditation across all managed accounts
• Review LSA leads daily and dispute invalid, spam, or out‑of‑area leads within Google's response window
• Track LSA lead‑to‑booking conversion and surface quality issues back to marketing
• Keep all compliance documentation (licensing, insurance, background checks) current

Performance Reporting & Analytics

• Build and maintain KPI dashboards covering booking rate, average handle time (AHT), CSAT, abandonment rate, and first‑call resolution
• Produce weekly and monthly performance reports for the leadership team
• Present insights, trends, and recommended actions in regular operations reviews

Systems & Technology

• Manage CSR workflows, dispatch handoffs, and job creation in Service Titan
• Maintain CRM data hygiene, pipeline accuracy, and lead status discipline
• Configure and troubleshoot Ring Central call flows, IVRs, call queues, and reporting
• Partner with the marketing team on lead routing, call tracking, and attribution accuracy

You will be measured on:

• Google LSA accreditation and Google Guaranteed status maintained at all times
• Customer satisfaction (CSAT) rating of 4.8 / 5.0 or higher
• Booking conversion rate at or above target
• Average speed to answer under 30 seconds
• Call abandonment rate under 5%
• First‑call resolution at 85% or higher
• 100% of CSRs receive QA‑scored calls each month

• 2+ years in a call center or high‑volume customer service environment
• Experience in a team lead, senior CSR, or coaching role is a plus
• Familiarity with Service Titan or…