LSA Customer Service Team Lead

Lead a small CSR team handling inbound and outbound communications for residential HVAC & plumbing services in Orlando. Responsibilities include floor-level coaching, call quality assurance, training reinforcement, onboarding of new CSRs, script and SOP development, and handling overflow calls. Own QA monitoring (live/recorded calls), provide real-time feedback, and identify systemic issues. Maintain Google LSA compliance and lead management, review and dispute invalid or out-of-area leads, and track lead-to-booking conversions. Build KPI dashboards and present insights on metrics such as booking rate, CSAT, AHT, abandonment, and first-call resolution. Manage CSR workflows in ServiceTitan and RingCentral, ensure CRM data hygiene, and collaborate with marketing on lead routing and attribution. Requires 2+ years in a call center or high-volume environment; on-site work at Cape Coral/Fort Myers area is required; high school diploma or equivalent; familiarity with call centers, CRM systems, and related software preferred.