Customer Service Manager – Booking & Coaching Lead

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

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.