Overview

This is an exciting opportunity to lead a high-performing remote customer service team supporting multiple successful HVAC and plumbing service brands across Southern California. As a Customer Service Team Lead, you will oversee a group of inbound call agents responsible for scheduling service appointments and delivering exceptional customer experiences using advanced ServiceTitan CRM technology. In this role, you will ensure operational excellence by monitoring team performance, providing coaching and quality feedback, and maintaining high service standards across multiple service brands. You will play a key role in a $100+ million operation, ensuring customers receive reliable and professional support while helping agents succeed in a fast-paced, technology-driven environment. This position offers a strong blend of leadership, operations management, customer service excellence, and team development within a stable and growing organization that values accountability, reliability, and continuous improvement. 

Schedule:

• 40 paid hours a week. While the client's time zone is PST, the schedule will likely be shifting and will be discussed during the interview.

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Responsibilities

Team Leadership & Supervision

• Lead, mentor, and support a team of remote Customer Service Representatives handling inbound service calls
• Monitor daily agent performance, attendance, and schedule adherence
• Provide ongoing coaching, feedback, and performance improvement guidance
• Conduct regular team meetings, coaching sessions, and one-on-one reviews
• Foster a positive, accountable, and high-performing team culture
• Inbound/outbound calls - not as a primary task but for situations where staffing is short, peak season, etc

Customer Service Operations

• Ensure agents deliver exceptional customer service while handling inbound calls for HVAC and plumbing service companies
• Oversee accurate appointment scheduling using ServiceTitan CRM and Contact Center Pro
• Support agents with escalated customer concerns or complex scheduling issues
• Ensure seamless brand representation across multiple geographic markets (San Diego, Los Angeles, Orange County, Inland Empire) Quality Assurance & Performance Management
• Monitor calls and review agent interactions to ensure compliance with quality standards
• Track and analyze key performance metrics including call quality, appointment accuracy, response time, and customer satisfaction
• Implement action plans to improve team performance and service quality
• Maintain high standards of professionalism and communication across the team

Operational Coordination

• Work closely with dispatchers and operations teams to ensure smooth service scheduling
• Assist with workforce planning and shift coverage to support 24/7 customer operations
• Help onboard and train new customer service agents
• Ensure adherence to company processes, communication standards, and service protocols

Requirements

Leadership Experience

• Minimum 4–5 years of customer service or call center experience
• At least 1–2 years of experience in a supervisory, team lead, or coaching role
• Proven experience managing remote or distributed teams preferred

Professional Communication & Meeting Standards

• Excellent phone communication and leadership skills
• Ability to coach agents on customer service best practices
• Camera-on attendance required for all meetings, trainings, and coaching sessions
• Must maintain a professional appearance and work environment during video interactions

Attendance & Reliability

• Strong record of punctuality, schedule adherence, and reliability
• Ability to manage team schedules and maintain operational coverage

Technical Skills

• Experience with CRM and scheduling systems
• Familiarity with ServiceTitan, Contact Center Pro, or similar platforms preferred
• Ability to analyze call metrics and performance reports
• Comfortable managing multiple systems in a live call environment

Availability & Commitment

• Willingness to work flexible schedules including evenings and weekends
• Long-term commitment to the role and the team’s success

Performance & Multitasking

• Ability to manage high call volume environments
• Strong problem-solving and decision-making skills
• Ability to support agents while maintaining operational efficiency

Industry Experience

• Experience in service-based businesses, home services, appointment scheduling, or field service operations strongly preferred

Remote Work Expectations

• Comfortable working remotely while managing a team and remaining highly engaged
• Must have reliable internet and a dedicated, distraction-free workspace

Work Environment Expectations

This role operates in a high-accountability environment with clear expectations for leadership, professionalism, performance management, and operational reliability. Team Leads must be proactive in supporting agents, maintaining service quality, and ensuring consistent operational performance.

Candidates who prefer camera-off meetings, inconsistent schedules, or minimal accountability should not apply

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Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.