Lead Customer Engagement & Outreach Coordinator

Lead Customer Success Specialist

We are looking for a motivated, customer focused Lead Customer Success Specialist with strong communication skills and a results driven mindset. This role goes beyond traditional customer service by managing our digital customer channels, driving service and maintenance bookings, and helping oversee the Customer Success team.

What You’ll Do

• Monitor customer inquiries through email, text, chat, website forms, Hatch, and Avoca.

• Communicate with customers and turn inquiries into booked service and maintenance calls.

• Follow up with customers and identify opportunities to increase bookings and retention.

• Own the customer inbox and ensure opportunities are responded to and followed through.

• Help lead and provide guidance to the Customer Success team.

• Track customer activity and bookings through ServiceTitan and other CRM systems.

• Partner with Dispatch and Operations to provide a seamless customer experience.

• Identify ways to improve booking volume, customer engagement, and digital processes.

• Take ownership of special projects and initiatives.

What We’re Looking For

• Experience in customer service, appointment setting, inside sales, call center, or a similar role.

• Strong communication and relationship building skills with a results driven approach to booking calls.

• Organized, proactive, and comfortable managing a high volume of customer interactions.

• Experience with ServiceTitan, Hatch, or Avoca is a plus.

• HVAC, plumbing, home services, or other service industry experience preferred but not required.

• Leadership, project management, or experience overseeing workflows is a plus.

• Positive attitude, strong work ethic, and ability to take ownership.

Benefits

• Medical, dental, and vision
• 401(k) with company match
• Weekly pay
• Growth opportunities
• Award winning team and collaborative work environment

Location: Marietta, GA
Pay: $20 to $28 per hour, paid weekly on Friday
Schedule: Monday through Friday, 8:00 AM to 5:00 PM
Work Location: In office only (This is NOT a remote position)