LSA Customer Service Team Lead

Seacoast Service Partners NA LLC•Fort Myers, FL

1d•$27 - $35•Onsite

About The Position

The 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.

Requirements

2+ years in a call center or high-volume customer service environment
Familiarity with RingCentral or similar phone/VoIP system
Experience working with a CRM or customer management system
Willingness to learn Google Local Services Ads is required
Strong written and verbal communication skills
Proficiency in Google Sheets or Excel for reporting and analysis
Proven ability to coach, develop, and retain front-line team members
High school diploma or equivalent required
Ability to work 100% on-site at our Cape Coral/Fort Myers office (this is not a remote or hybrid role)

Nice To Haves

Experience in a team lead, senior CSR, or coaching role is a plus
Familiarity with ServiceTitan or similar field service software (preferred)
Basic familiarity with Google Local Services Ads is a plus
Experience in home services (plumbing, HVAC, electrical, or similar trades)
Background in training design, QA frameworks, or call coaching methodologies
Familiarity with call tracking and attribution platforms
Experience in a multi-location or private-equity-backed operating environment
Bilingual English/Spanish

Responsibilities

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
Monitor live and recorded calls daily using RingCentral
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 escalate with recommended fixes
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
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
Manage CSR workflows, dispatch handoffs, and job creation in ServiceTitan
Maintain CRM data hygiene, pipeline accuracy, and lead status discipline
Configure and troubleshoot RingCentral call flows, IVRs, call queues, and reporting
Partner with the marketing team on lead routing, call tracking, and attribution accuracy