Lead and coach a small CSR team handling inbound/outbound calls for residential HVAC/plumbing. Monitor and score calls, maintain Google LSA accreditation, manage ServiceTitan workflows, build KPI dashboards, troubleshoot RingCentral call flows, and produce performance reports. Provide real-time coaching, reinforce training, handle overflow calls, and escalate systemic issues with recommended fixes to improve booking, CSAT, and first-call resolution.