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Senior Customer Experience Specialist

Seacoast Service Partners NA LLC
Orlando, FL

Quick Apply

Job Details

Full-time
$28 - $32 an hour

Benefits

Paid holidays
Health insurance
Dental insurance
Paid time off
Vision insurance
401(k) matching

Qualifications

Team supervision
Coaching
High school diploma or GED
Team development
IVR
Leading team collaboration initiatives
Voice over internet protocol (VoIP) configuration
Telephone systems
Customer information system software
Excel data analysis
Team building

Full Job Description

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.

Quick Apply

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