Customer Experience Coordinator
About The Position
As a Customer Experience Coordinator (CEC), you’ll be the trusted point of contact for customers throughout their service journey—from the moment they schedule to the final job closeout. You’ll keep customers informed, solve problems, and ensure every interaction reflects our commitment to excellence. Bonfe is a family-owned business dedicated to helping homeowners with residential plumbing, heating, cooling, drain clearing, and electrical services. 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.
Requirements
- 1–2 years of customer service experience
- A natural communicator who builds trust easily—friendly, clear, and empathetic on the phone and in writing.
- Organized and detail-driven
- Problem-solver by nature—you take ownership and see things through.
- Tech-savvy—comfortable with ServiceTitan CRM systems, email, texting platforms, and other tools.
Nice To Haves
- Experience in scheduling or dispatch coordination
- Familiarity with the home services industry.
- Experience managing customer complaints and recovery.
- A passion for turning small moments into lasting impressions.
Responsibilities
- Proactively update customers throughout the day on their service status and set clear expectations about delays, updates, or rescheduling.
- Help reschedule appointments, confirm technician arrival windows, and make sure everything is properly documented in our system.
- Confirm payments, gas checks, and final job details are completed accurately and shared with the right teams.
- Identify when things didn’t go as planned—and make it right. Issue compensation when appropriate and create memorable customer recovery moments.
- Help with outbound calls and follow-ups on submitted proposals, offering incentives to encourage booking.
Benefits
- $25/hr.+ STARTING WAGE
- Health, Wellness, and Retirement benefits
- Bonfe PAID employee monthly healthcare premium
- GENEROUS 401k match after first 6 months of employment!
- PAID training and career development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
