Customer Experience Coordinator

Bonfe - Customer Experience Coordinator

What You Can Expect:

• $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.
• A FAMILY. This is last on the list because it's most important. We care about our team and expect you to bring that same CARE when you join us. We do a lot more than just work together. You'll build life-long friendships at Bonfe.

Be the Voice That Builds Customer Loyalty

Are you passionate about delivering outstanding service and making people feel truly taken care of? As a Customer Experience Coordinator (CEC), you'll be the trusted point of contact for customers throughout their service journeyfrom 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.

Who We Are:

Founded in 1993, Bonfe is a family-owned business dedicated to helping homeowners with residential plumbing, heating, cooling, drain clearing, and electrical services. You've probably seen our trucks and our ads, but what you may not know is what it's like to be a part of a team like this. 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.

What We Do:

We are a team of home service experts who go the extra mile to ensure peak performance for your home's plumbing, heating and air conditioning, and electrical systems.

We DELIVER on our core values:

• PLAY TO WIN
• CARE ABOUT PEOPLE
• CONTINUOUSLY IMPROVE
• DO THE RIGHT THING

What You'll Do:

• Keep Customers in the Loop: Proactively update customers throughout the day on their service status and set clear expectations about delays, updates, or rescheduling.
• Coordinate with Precision: Help reschedule appointments, confirm technician arrival windows, and make sure everything is properly documented in our system.
• Close Out with Confidence: Confirm payments, gas checks, and final job details are completed accurately and shared with the right teams.
• Turn Issues into Opportunities: Identify when things didn't go as plannedand make it right. Issue compensation when appropriate and create memorable customer recovery moments.
• Support the Sales Effort: Help with outbound calls and follow-ups on submitted proposals, offering incentives to encourage booking.

What You Bring to the Table:

• 12 years of customer service experience (bonus if in scheduling or dispatch coordination).
• A natural communicator who builds trust easilyfriendly, clear, and empathetic on the phone and in writing.
• Organized and detail-drivenyou don't let anything slip through the cracks.
• Problem-solver by natureyou take ownership and see things through.
• Tech-savvycomfortable with ServiceTitan CRM systems, email, texting platforms, and other tools.

Bonus Points If You Have:

• Familiarity with the home services industry.
• Experience managing customer complaints and recovery.
• A passion for turning small moments into lasting impressions.

Why You'll Love It Here:

• You'll be empowered to make things right for our customers.
• Every day is different and full of opportunities to make an impact.
• You'll work with a caring, high-energy team that supports your success.
• You'll grow in a fast-paced, people-first company.

If you're passionate about service, proactive communication, and building trust with every callthis role is made for you. Apply now and help us deliver the experience our customers deserve!

Any offer extended to a candidate will be contingent upon successful completion of pre-employment drug and background screening.

Bonfe is an Equal Opportunity Employer.

Bonfe Plumbing, Heating & Air Service, Inc.