LSA Specialist/Senior CSR
HybridOrlando, Florida, United States
Job Summary
Answer inbound LSA calls and message leads with best-in-class speed, tone, and call control to maintain 95%+ answer rates. Book qualified jobs at high rates by handling price shoppers and scheduling friction while capturing complete customer data in the CRM. Disposition every lead daily, manage credits and disputes for invalid leads, and maintain per-opco settings including budgets and service areas. Own the weekly per-opco LSA report covering leads, cost per lead, and booking rates, then QA call recordings and coach the wider CSR team. Feed insight back to marketing on budget allocation and escalate capacity conflicts to ensure dispatch alignment.
Required Qualifications
- 3+ years as a CSR in home services (HVAC, plumbing, electrical or similar) with a track record of high booking rates
- Hands-on LSA dashboard experience: personally dispositioned leads, managed credits or disputes, adjusted budgets, job types and hours
- Fluency in the LSA model: pay per lead, ranking driven by responsiveness and reviews, Google Guaranteed / Screened requirements
- CRM discipline: ServiceTitan, Housecall Pro, Jobber or equivalent, plus call tracking familiarity
- Can explain answer rate, booking rate, cost per lead, and cost per booked job without notes
- Available for extended coverage hours on a defined schedule — LSA leads don't keep office hours
Desired Qualifications
- Multi-location or multi-brand LSA management
- Coaching, QA scoring, or CSR team leadership experience
- Working knowledge of Google Ads and Google Business Profile alongside LSA
- Dispatch or capacity planning exposure
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