Customer Service Team Lead in Atlanta, Georgia at Beacon Community Management Services LLC

Overview

Beacon Management Services, a premier provider of HOA and condominium management solutions in the Atlanta area, is seeking a professional, dependable, and service-oriented Customer Service Team Lead to join our team. This full-time, in-office position is a working leadership role, responsible for performing the full range of Customer Service Representative duties while providing daily oversight, guidance, and support to the team.

The Team Lead sets the standard for service excellence, ensuring consistency, professionalism, and accountability across all interactions with homeowners, board members, and vendors.

Key Responsibilities

Customer Service (Core Responsibilities)

• Serve as a primary point of contact for inbound calls and emails from residents, board members, and vendors
• Address and resolve inquiries related to community rules, assessments, maintenance requests, and general HOA operations
• Maintain accurate documentation of customer interactions and ensure timely follow-up through resolution
• Assist with architectural requests, amenity reservations, and account inquiries
• Deliver courteous, prompt, and solution-oriented communication in all interactions

Team Leadership (In Addition to Core Responsibilities)

• Provide day-to-day oversight, coaching, and support to Customer Service Representatives
• Act as the first point of escalation for complex or sensitive issues
• Monitor team workload, response times, and performance to ensure service standards are consistently met
• Review team communications to ensure quality, professionalism, and accuracy
• Foster a culture of accountability, consistency, and service excellence
• Collaborate with Community Managers and internal departments to resolve escalated matters
• Support onboarding and training of new team members

Systems & Process

• Utilize company systems, including Vantaca, to manage and track service-related activities
• Identify trends and recurring issues, and recommend process improvements to enhance efficiency and service quality

Qualifications

• 3+ years of customer service experience; prior team lead or leadership experience preferred
• HOA, property management, or real estate experience strongly preferred
• Excellent verbal and written communication skills, with the ability to manage escalated situations effectively
• Proficiency in Microsoft Office Suite
• Experience with Vantaca required
• Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment
• Demonstrated accountability, professionalism, and attention to detail

Why Join Beacon

• Established leader in HOA management with a collaborative, team-oriented culture
• Competitive benefits package
• Opportunities for professional growth and leadership development

Additional Information This is a full-time, in-office position. As a working Team Lead, this role carries both individual responsibilities and team leadership expectations. Candidates should be prepared to manage a full personal workload while supporting overall team performance and operations.