LSA Specialist/Senior CSR

Description

LSA Specialist / Senior CSR

Reports To: Call Center Manager

Location: Remote, hybrid, or on-site at the call center

Compensation: Base range plus performance bonus structure

About Us

Seacoast Service Partners is a growing service platform supporting leading HVAC, plumbing, refrigeration, and related service companies across Florida. We are focused on building strong local teams, delivering quality service, and creating growth opportunities for the people who represent us in the field.

At SSP, our core values guide how we work every day: Working Together, Safety Above All, Integrity & Trust, and Results & Growth.

Position Summary

The LSA Specialist / Senior CSR is the single owner of Google Local Services Ads (LSA) across every Seacoast operating company — a top-tier CSR on the phones and the operator of the LSA program behind them.

LSA is not a normal ad channel. Google charges per lead, not per click, and ranking is driven by phone performance: how quickly and consistently calls are answered, how many leads are booked, and what customer reviews say. In LSA, the phone is the ad. A missed call wastes budget and can cost ranking at the same time.

What You’ll Do

Front Line — Senior CSR

· Answer inbound LSA calls and message leads with best-in-class speed, tone, and call control

· Book qualified jobs at a high rate: handle price shoppers, urgency objections, and scheduling friction without losing the lead

· Capture complete, accurate customer and job data in the CRM (ServiceTitan or equivalent), including lead source every single time

· Respond to LSA message leads inside the response window, including evenings and weekends per the coverage schedule

LSA Program Operations

· Disposition every lead in the LSA dashboard daily: booked, not booked, archived, with correct job types

· Manage credits and disputes for invalid leads (spam, solicitation, wrong service, out of area) and confirm Google’s automated credits actually land

· Maintain per-opco settings: weekly budgets, job types, service areas, business hours, and ad schedules, coordinated with marketing

· Protect the ranking inputs: answer rate, responsiveness, booking activity, and review velocity

· Keep Google Guaranteed / Google Screened requirements current per opco (licensing, insurance, background checks)

Program Intelligence and Coaching

· Own the weekly per-opco LSA report: leads, valid leads, cost per lead, booking rate, cost per booked job, answer rate, and credit recovery

· QA call recordings, score CSR performance on LSA calls, and run coaching sessions with the wider CSR team

· Feed insight back to marketing on which job types and areas produce booked work and where budget should move

· Escalate capacity conflicts so budget and dispatch stay aligned — we do not pay for leads we cannot serve

What Success Looks Like

· Answer rate: 95%+ of LSA calls answered live during coverage hours

· Message response: first reply under 15 minutes

· Booking rate: 70%+ of valid leads converted to booked jobs

· Disposition hygiene: 100% of leads dispositioned within 24 hours

· Credit recovery: all eligible invalid leads flagged and credited within the review window

· Weekly per-opco report delivered every Monday

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. "Our agency ran it" does not qualify.

· 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

Preferred 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

What We Offer

· A high-impact role with ownership of LSA performance across every Seacoast operating company

· The opportunity to shape a growing program and coach CSR teams across multiple brands

· Medical, dental, and vision insurance

· 401(k) plan

· Paid time off and paid holidays

· Base compensation and performance bonus structure to be finalized before posting