Customer Service Manager — Contact Center

Job overview

The Customer Service Manager — Contact Center role is remote. Salary is $80,000–$95,000 per year. The manager leads Bonfe’s Contact Center, where homeowner calls begin the customer service experience for the company’s plumbing, heating, cooling, drain-clearing, and electrical services. The manager develops the customer service representative team and improves booking performance, follow-up, and use of available service capacity. The role combines hands-on coaching, performance analysis, staffing plans, and coordination with Marketing, Dispatch, and Service leaders.

What you'll do

• Lead, coach, and develop the customer service representative team
• own inbound and outbound booking, lost-opportunity recovery, and board-fill results
• monitor contact-center performance indicators
• build staffing plans
• improve scripts, playbooks, workflows, and coaching tools
• partner with Marketing and Customer Experience
• collaborate with Dispatch and Service Managers
• translate performance data into recommendations
• answer calls or support outbound efforts when needed.

What we're looking for

Skills & competencies

customer service manager

contact center

remote

bonfe

$80k–$95k/year

team leadership

call center management

booking performance

customer experience

home services

staff coaching

performance metrics

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical and dental benefits, with optional vision
• company-paid premium option after 60 days
• 401(k) employer match after six months
• paid time off
• uniforms
• paid training and career development.

Why this role

Remote role. Benefits include medical and dental coverage, optional vision, 401(k) employer match, paid time off, uniforms, and paid training and career development.

About the employer

Bonfe is hiring for this role. Industry: Plumbing, Heating, and Air-Conditioning Contractors. Sector: 23.