Senior Customer Experience Specialist

Senior Customer Experience Specialist

Residential HVAC & Plumbing

Seacoast Service Partners

Location: Orlando, FL - 100% In-Office (No Remote or Hybrid)

Pay: $28,00 to $32.00 per hour depending on experience - this position is also eligible for performance-based incentives

Job Type: Full-time, Non-Exempt (Hourly)

Reports To: Shared Services Manager
About Seacoast Service Partners

Seacoast Service Partners (SSP) is a growing, PE-backed residential home services platform transforming the plumbing and HVAC industry with leading partners across Florida. We're building a centralized customer care function to support our family of brands, and we're hiring a hands-on Senior Customer Experience Specialist to help stand it up and run it.

Our Core Values guide everything we do:

• Working Together - We are people who care about improving lives and our communities.
• Safety Above All - We are dedicated to creating a safe workforce and workplace for every team member.
• Integrity & Trust - We deliver the highest quality services to solve our customers' toughest challenges.
• Results & Growth - We are committed to continuously striving for profitable growth and reinvestment in the future.

Position Summary
The Senior Customer Experience Specialist 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.

What You'll Own:

Team Leadership & Development

• 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

Quality Assurance & Call Monitoring

• 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

Google LSA Compliance & Lead Management

• 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

Performance Reporting & Analytics

• 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

Systems & Technology

• 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

Key Performance Indicators

You will be measured on:

• Google LSA accreditation and Google Guaranteed status maintained at all times
• Customer satisfaction (CSAT) rating of 4.8 / 5.0 or higher
• Booking conversion rate at or above target
• Average speed to answer under 30 seconds
• Call abandonment rate under 5%
• First-call resolution at 85% or higher
• 100% of CSRs receive QA-scored calls each month

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
• ServiceTitan or similar field service software (preferred)
• LSA experience
• Familiarity with RingCentral or similar phone/VoIP system
• Experience working with a CRM or customer management system
• 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 Orlando office (this is not a remote or hybrid role)

Preferred Qualifications

• 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

What We Offer

• Hourly pay of $28.00 to $32.00 per hour depending on experience - this position is also eligible for performance-based incentives
• Medical, dental, and vision insurance
• Paid time off and paid holidays
• 401(k) with company match
• Clear growth path in a scaling, PE-backed home services platform
• Opportunity to build a centralized call center from the ground up with executive support and real budget

To Apply
Apply directly through Indeed with your resume. In your application, please share a specific call center KPI you've improved and how you did it.
Seacoast Service Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status.