Customer Service Manager

Bonfe • South Saint Paul, MN

57d • $80,000 - $95,000 • Onsite

About The Position

Bonfe is seeking a confident, hands-on CSR Manager to lead their Contact Center team. This role involves developing a strong team, increasing booked calls, and ensuring the service board remains full. The manager will be responsible for inbound and outbound booking performance, recovering missed opportunities, and collaborating with Marketing, Dispatch, and Service leaders to maximize lead and appointment utilization. This is a visible leadership position focused on coaching and driving measurable results.

Requirements

• 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.

Nice To Haves

• ServiceTitan and Dialpad experience is strongly preferred
• Home-services experience is a plus

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed