Customer Service Team Lead

Beacon Community Management Services•Atlanta, GA

2d•Onsite

About The Position

Beacon Management Services, a premier provider of HOA and condominium management solutions in the Atlanta area, is seeking a professional, dependable, and service-oriented Customer Service Team Lead to join our team. This full-time, in-office position is a working leadership role, responsible for performing the full range of Customer Service Representative duties while providing daily oversight, guidance, and support to the team. The Team Lead sets the standard for service excellence, ensuring consistency, professionalism, and accountability across all interactions with homeowners, board members, and vendors.

Requirements

3+ years of customer service experience
Prior team lead or leadership experience preferred
HOA, property management, or real estate experience strongly preferred
Excellent verbal and written communication skills, with the ability to manage escalated situations effectively
Proficiency in Microsoft Office Suite
Experience with Vantaca required
Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment
Demonstrated accountability, professionalism, and attention to detail

Responsibilities

Serve as a primary point of contact for inbound calls and emails from residents, board members, and vendors
Address and resolve inquiries related to community rules, assessments, maintenance requests, and general HOA operations
Maintain accurate documentation of customer interactions and ensure timely follow-up through resolution
Assist with architectural requests, amenity reservations, and account inquiries
Deliver courteous, prompt, and solution-oriented communication in all interactions
Provide day-to-day oversight, coaching, and support to Customer Service Representatives
Act as the first point of escalation for complex or sensitive issues
Monitor team workload, response times, and performance to ensure service standards are consistently met
Review team communications to ensure quality, professionalism, and accuracy
Foster a culture of accountability, consistency, and service excellence
Collaborate with Community Managers and internal departments to resolve escalated matters
Support onboarding and training of new team members
Utilize company systems, including Vantaca, to manage and track service-related activities
Identify trends and recurring issues, and recommend process improvements to enhance efficiency and service quality