Customer Service Manager

Bonfe Plumbing, Heating & Air Service, Inc.; South Saint Paul (MN); On-site; USD 80,000 - 95,000; Full time

Job summary

Bonfe Plumbing, Heating & Air Service, Inc. is seeking a hands-on CSR Manager to lead the Contact Center, turn customer needs into booked calls, and keep the service board full daily.

You will coach a team, own inbound/outbound booking performance, monitor KPIs, and collaborate with Marketing, Dispatch, and Service leaders to maximize capacity and response. This is a visible leadership role with emphasis on coaching excellence and data-driven execution.

Qualifications

• Two years of call center management or leadership experience.
• Ability to set expectations, coach performance, and hold people accountable.
• Strong business judgment and data-driven decision making.
• Clear communication and organized, with follow-through.
• Calm, empathetic leadership style in a fast-paced, goal-driven environment.

Responsibilities

• Lead, coach, and develop the CSR team through regular one-on-ones and reviews.
• Own inbound and outbound booking performance and board-fill efficiency.
• Monitor KPIs including conversion, speed to answer, and abandon rate.
• Build staffing plans B to match customer demand and capacity.
• Create scripts, playbooks, and coaching tools using Nexstar standards.
• Partner with Marketing and Customer Experience on campaigns and follow-up.
• Collaborate with Dispatch and Service Managers to maximize capacity.
• Translate performance data into updates and actionable recommendations.

Skills

Call center leadership

People management

Coaching

Data-driven decision making

Customer experience

Tools

ServiceTitan

Dialpad

Job description

CSR Manager

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

Lead the team behind 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 will own

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.

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.

What you 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.

Compensation

The salary range for this position is $80,000 - $95,000 per year. Final compensation will be based on relevant experience, leadership background, and demonstrated ability to drive contact-center performance.

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.