LSA Customer Service Team Lead
$56,160–$72,800 year
On-site · Stuart, Florida, United States
Job Summary
LSA Customer Service Team Lead at Seacoast Service Partners leads a small CSR team (3–5) handling inbound/outbound communications for residential HVAC & plumbing brands. Responsibilities include coaching and developing CSRs, onboarding and training on systems, scripts, and brand standards; conducting real-time coaching; creating and maintaining call scripts, SOPs, and training materials; handling overflow calls; QA via live/recorded calls using RingCentral; ensuring Google LSA accreditation and lead management accuracy; analyzing performance metrics (booking rate, AHT, CSAT, abandonment, first-call resolution); building KPI dashboards; and collaborating with marketing on lead routing and attribution. Requires on-site work in Stuart, FL, 100% in-office, with 2+ years in a call center or similar environment, and high school diploma or equivalent. Preferred familiarity with ServiceTitan, RingCentral, CRM usage, and Google Local Services Ads; strong communication and coaching skills; and willingness to learn Google LSA requirements.
Required Qualifications
- 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 ServiceTitan or similar field service software (preferred)
- Familiarity with RingCentral or similar phone/VoIP system
- Experience working with a CRM or customer management system
- Basic familiarity with Google Local Services Ads is a plus; willingness to learn 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)
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.