Customer Service Manager

BONFE - CUSTOMER SERVICE REP. MANAGER

Contact Center | Bonfe | $80,000 - $95,000 annually

Lead the Team Toward Every Great First Impression

When a homeowner calls Bonfe, the experience starts with our Contact Center. We are looking for a confident, hands-on CSR Manager who can develop a strong team, turn more customer needs into booked calls, and help keep our service board full each day.

This is a visible leadership role for someone who enjoys coaching people and driving measurable results. You will own inbound and outbound booking performance, recover missed opportunities, and work closely with Marketing, Dispatch, and Service leaders to make the most of every lead and every available appointment.

What You Can Expect:

• $80,000-$95,000 annually. Final compensation will be based on relevant experience, leadership background, and demonstrated ability to drive contact-center performance.
• Medical and Dental benefits with option of 100% Bonfe Paid Premium after 60 days of employment (optional Vision benefits available).
• 401k with GENEROUS Employer Match after first 6 months of employment.
• PAID time off.
• Uniforms provided
• PAID training and career development opportunities.
• A FAMILY. This is last on the list because it’s most important. We care about our team and expect you to bring that same CARE when you join us. We do a lot more than just work together. You’ll build life-long friendships at Bonfe.

Who We Are:

Founded in 1993, Bonfe is a family-owned business dedicated to helping homeowners with residential plumbing, heating, cooling, drain clearing, and electrical services. You’ve probably seen our trucks and our ads, but what you may not know is what it’s like to be a part of a team like this. We treat you like family and help you see what it means to be appreciated and to have a place to belong. We inspire ongoing training and education so that you can do your best work without cutting corners.

Be part of an organization which bases growth and future goals on a set of core values that include trust-based relationships, high ethical standards, and always providing superior customer service. Our business has been designed around making the lives of our customers easier, more enjoyable, and stress-free.

People often come to us looking for a job, they stay with us because they find a fulfilling career, room to grow, opportunities to excel, AND MORE!

What We Do:

We are a team of home service experts who go the extra mile to ensure peak performance for your home’s plumbing, heating and air conditioning, and electrical systems.

We DELIVER on our Core Values:

• PLAY TO WIN
• CARE ABOUT PEOPLE
• CONTINUOUSLY IMPROVE
• DO THE RIGHT THING

What You'll Do:

Lead, coach, and develop the CSR team through regular one-on-ones, call reviews, team meetings, and clear performance expectations.

• Own results for inbound booking, outbound booking, lost-opportunity recovery, and board-fill efficiency.
• Monitor key performance indicators including booking conversion, speed to answer, abandon rate, overflow calls, and outbound success.
• Build daily and seasonal staffing plans that match customer demand and support the needs of the business.
• Create and improve scripts, playbooks, workflows, and coaching tools using Nexstar standards.
• Partner with Marketing and Customer Experience on campaigns, lead flow, follow-up, and responsiveness.
• Collaborate with Dispatch and Service Managers to maximize capacity and capture same-day opportunities.
• Translate performance data into clear updates, practical recommendations, and consistent follow-through.
• Stay close to the work by answering calls or supporting outbound efforts when the team needs you.

What You’ll Bring:

• At least two years of call center management or comparable people-leadership experience.
• A proven ability to set expectations, coach performance, motivate a team, and hold people accountable.
• Strong business judgment and the ability to turn goals into practical systems and daily execution.
• Confidence using data to identify problems, make decisions, and improve results.
• Clear, professional communication and strong organization and follow-through.
• A calm, empathetic leadership style with the willingness to make decisions and keep work moving.
• Comfort working in a fast-paced, goal-driven environment where customer demand can change quickly.
• ServiceTitan and Dialpad experience is strongly preferred; home-services experience is a plus.

How Success Will be Measured:

Booking conversion: More customer needs become booked calls.

Speed to answer: Customers connect quickly, with fewer abandoned calls.

Lost-opportunity recovery: Missed calls and open leads receive timely follow-up.

Outbound success: Follow-up efforts produce callbacks and additional bookings.

Board-fill efficiency: Available service capacity is filled effectively.

The Kind of Leader Who Will Thrive Here:

You care about both the customer experience and the numbers behind it. You can see the big picture, but you are equally comfortable listening to calls, coaching in the moment, and stepping in when volume spikes. You build relationships, do the right thing, continuously improve, and play to win while helping your team do the same.

Ready to Lead The Next Call?

If you are energized by developing people, improving performance, and helping customers get the service they need, we would like to hear from you. Apply to join Bonfe as our next CSR Manager.

Want to know more about who we are and what it's like to work with us? Scroll through some videos on our website: Bonfe.com

Any offer extended to a candidate will be contingent upon successful completion of pre-employment drug and background screening.

Bonfe is an Equal Opportunity Employer.