LSA Customer Service Team Lead
$56,160–$72,800 year
On-site · Ormond Beach, Florida, United States
Job Summary
Lead and develop a 3–5 person CSR team handling inbound and outbound calls; coach via 1:1s, call reviews, and group huddles; build and maintain scripts, SOPs, and training materials; handle overflow calls; monitor QA across live/recorded calls; ensure Google LSA accreditation and manage lead quality; analyze performance with KPI dashboards (booking rate, AHT, CSAT, abandonment, first-call resolution); provide real-time coaching and escalate issues with fixes; collaborate with marketing on lead routing and attribution; proficient with ServiceTitan, RingCentral, and CRM systems; maintain compliance documentation; this role is 100% on-site at our Ormond Beach, FL office and requires strong coaching, communication, and data-tracking skills.
Required Qualifications
- 2+ years in a call center or high-volume customer service environment
- High school diploma or equivalence required
- Ability to work 100% on-site at our Cape Coral/Fort Myers office (this is not a remote or hybrid role)
Desired Qualifications
- High school diploma or equivalent
- 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
- 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
- Bilingual English/Spanish
- Experience in home services (plumbing, HVAC, electrical, or similar trades)
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