Lakeside Lighting & Irrigation

Compensation

Full Description

Position Title Lead Client Success Expert (CSE Lead) Reports To Director of Operations Company Lakeside Pro Services Employment Type Full-Time Location Office-Based (In-Person) Who We Are At Lakeside Pro Services, we are a team of dedicated professionals committed to providing top-tier plumbing, irrigation, lawn care, and home renovation services throughout Michigan. Since our founding in 1998 in Grosse Pointe, Michigan, we've grown by delivering exceptional results while continuously investing in state-of-the-art equipment and comprehensive in-house training for our team. Our unified approach, operating as One Team, ensures we meet the highest standards of service, safety, and efficiency. We take pride in enhancing both residential and commercial properties, offering tailored solutions that make our clients’ spaces safer, more functional, and more beautiful. With a focus on professionalism and trust, we aim to make every property we service one our clients can be proud of. Our One Team Vision We center our focus on our team and our culture, creating an unparalleled experience for our clients while building a brighter future for every member of our organization. What We Value ① One Team ② Service Heart ③ Accountability ④ Grit ⑤ Innovation Position Overview The Lead Client Success Expert (CSE Lead) is a key leadership role responsible for coaching, developing, and supporting the Client Success team while ensuring outstanding customer experiences across all Lakeside Pro Services offerings. This position blends hands-on customer service expertise with leadership responsibilities, including quality assurance, training, performance coaching, workflow oversight, and elevated customer handling. The CSE Lead ensures that every call, membership conversation, and service booking reflects Lakeside’s standards for professionalism, accuracy, empathy, and customer-first execution. This role directly supports membership growth, customer retention, operational efficiency, and team development. Key Responsibilities Team Leadership & Coaching • Provide daily coaching, mentorship, and guidance to CSE I–III team members • Conduct call coaching sessions using call recordings through systems such as RingCentral • Facilitate daily huddles, weekly team meetings, and recurring 1:1s • Review team scorecards and support ongoing development initiatives • Model high-quality communication standards and customer service behaviors • Foster a strong, positive, accountable team culture Quality Assurance (QA) & Call Monitoring • Perform weekly call listening and scoring using a standardized QA rubric • Provide clear, actionable feedback to team members • Identify training gaps, behavior trends, and process improvement opportunities • Track QA trends and share insights with the Director of Operations • Ensure consistent delivery of empathy, professionalism, and accuracy in every customer interaction Training & Development • Lead onboarding and systems training for new CSE team members • Provide refresher training based on QA findings and seasonal demands • Maintain SOPs, workflows, call scripts, and service bundle documentation • Coach team members on cross-selling and bundled service opportunities • Ensure team readiness during peak seasonal demand across irrigation, lighting, lawn care, plumbing, and related services Customer & Membership Support • Handle elevated or complex customer concerns • Support inbound call volume during peak times or staffing shortages • Assist with membership conversations and bundled service offerings • Ensure all customer interactions align with Lakeside brand standards ServiceTitan & System Proficiency Serve as a subject matter expert in: • ServiceTitan workflows • Membership setup, pricing, and auto-billing • Customer and property profile accuracy • Appointment booking workflows • RingCentral call flows and queue management • Scheduling and dispatch coordination • Reporting dashboards and operational tracking Coach team members on system efficiency, accuracy, and best practices. Scheduling & Dispatch Oversight • Monitor booking accuracy, job types, and proper technician assignment • Support dispatch with workload balancing and proactive customer communication • Ensure seasonal and recurring services are scheduled appropriately • Validate that customer expectations align with field execution • Identify and correct errors early to reduce rework, technician frustration, and customer dissatisfaction Process Improvement & Workflow Ownership • Identify opportunities to streamline scripts, workflows, and communication templates • Recommend enhancements to memberships, bundles, and customer education processes • Partner with operations leadership to drive continuous improvement • Maintain and evolve the Client Success playbook to support scalability and growth Required Qualifications • Proven success in a customer service or client success role • Strong leadership, coaching, and communication skills • Ability to evaluate calls, provide structured feedback, and hold team members accountable • High attention to detail and data accuracy • Proficiency (or strong ability to quickly learn) ServiceTitan, RingCentral, and CRM systems • Strong organizational and multitasking skills • Ability to thrive in a fast-paced, multi-service environment Preferred Qualifications • Experience in the trades (irrigation, lighting, plumbing, lawn care, construction, or related industries) • Previous ServiceTitan or similar CRM/PBX experience • Prior team lead or supervisory experience • Background in quality assurance, training, or process improvement Career Path & Growth Opportunities This role prepares high-performing leaders for advancement into: • Client Success Manager • Customer Experience Manager • Operations Leadership • Dispatch Supervisor • Training or QA Manager • Future leadership roles within Lakeside Pro Services Work Environment & Growth Opportunities • Fast-paced, team-oriented office environment • High accountability and performance-driven culture • Opportunity to influence systems, workflows, and customer experience strategy • Clear path for leadership advancement Benefits • Competitive Compensation • Bonus potential • Health, Dental, Vision, and Life Insurance • Short-Term Disability • Supplemental Accident Insurance • 401(k) plan • Paid Time Off • Paid Holidays • Incentive programs (employee recognition, referrals, and team rewards) • Professional growth and advancement opportunities Employment & Compliance Information Equal Employment Opportunity Lakeside Pro Services is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected classification under applicable law. At-Will Employment Employment with Lakeside Pro Services is at-will. Either the employee or the company may terminate employment at any time, with or without notice, unless otherwise required by law. Reasonable Accommodation We provide reasonable accommodations to qualified individuals with disabilities in accordance with applicable law. Pre-Employment Requirements Employment offers may be contingent upon successful completion of a background check and verification of employment eligibility. Job Type: Full-time Pay: $60,000.00 - $70,000.00 per hour Benefits: • 401(k) • Dental insurance • Employee discount • Health insurance • Life insurance • Paid time off • Vision insurance Experience: • Service Titan: 4 years (Required) • Call center management: 4 years (Required) Ability to Commute: • Roseville, MI 48066 (Required) Work Location: In person