Call Center Manager

Polestar Plumbing Heating & Cooling•Shawnee, KS

2d•$75,000 - $100,000•Onsite

About The Position

Who We Are: Polestar Plumbing, Heating & Cooling has proudly served the Kansas City community for over 41 years. As a locally operated company, we specialize in providing trusted plumbing, heating, and cooling solutions with a commitment to excellence. Our goal is simple: to be the best we can for our customers—delivering honest service, expert guidance, and lasting comfort for every home we visit. At Polestar, your comfort is our priority. Why Join Us: $75,000-$100,000 annually (Base plus performance bonuses based on team KPIs) Weekly Pay Ability to work in-office with leadership growth opportunities PTO and Paid Holidays Comprehensive benefits package including matching 401K, Medical, Dental, Vision, Accidental & Critical Illness coverages Paid $15,000 Life Insurance and Long-Term Disability coverage What You'll Be Doing Lead and manage daily operations of the call center team to ensure exceptional customer service Monitor inbound and outbound call performance, booking rates, and customer satisfaction metrics Coach, train, and develop Customer Service Representatives (CSRs) to improve performance and consistency Handle escalated customer concerns and ensure timely, professional resolution Oversee scheduling and dispatch coordination to maximize efficiency and revenue opportunities Track KPIs, generate reports, and implement strategies to improve call conversion and booking rates Collaborate with service and sales teams to align call center performance with company goals Ensure all customer interactions reflect company values and service standards Maintain accurate records and documentation using company software systems Create and maintain a positive, motivated, and high-performing team environment Participate in ongoing leadership and industry training to stay ahead of best practices Our 3 Step Hiring Process: At Polestar, we know great talent moves fast—and so do we. Our hiring process is designed to be quick, efficient, and candidate-friendly. If you're actively looking, we can often complete the process within 24–48 hours! Apply Submit your application online or via email with your resume and relevant details. ([email protected]) Phone Screen If your experience is a match, our team will reach out—often the same day—for a brief phone interview. In-Person Interview If the phone screen goes well, we’ll schedule an in-person interview—usually within 24 hours. You’ll meet with team members, ask questions, and learn more about working at Polestar. Requirements: Minimum 2–3 years of experience in call center leadership or customer service management Strong leadership, communication, and coaching skills Experience tracking KPIs, call metrics, and performance reporting Ability to handle high-pressure situations and resolve customer escalations Highly organized, detail-oriented, and results-driven Familiarity with CRM and call center software systems preferred Location: 7252 W Frontage Rd, Merriam, KS 66203 Think you'd be a great fit? So do we! Come grow with us at Polestar—apply now! Polestar Plumbing, Inc. is an equal employment opportunity and affirmative action employer.

Requirements

Minimum 2–3 years of experience in call center leadership or customer service management
Strong leadership, communication, and coaching skills
Experience tracking KPIs, call metrics, and performance reporting
Ability to handle high-pressure situations and resolve customer escalations
Highly organized, detail-oriented, and results-driven

Nice To Haves

Familiarity with CRM and call center software systems preferred

Responsibilities

Lead and manage daily operations of the call center team to ensure exceptional customer service
Monitor inbound and outbound call performance, booking rates, and customer satisfaction metrics
Coach, train, and develop Customer Service Representatives (CSRs) to improve performance and consistency
Handle escalated customer concerns and ensure timely, professional resolution
Oversee scheduling and dispatch coordination to maximize efficiency and revenue opportunities
Track KPIs, generate reports, and implement strategies to improve call conversion and booking rates
Collaborate with service and sales teams to align call center performance with company goals
Ensure all customer interactions reflect company values and service standards
Maintain accurate records and documentation using company software systems
Create and maintain a positive, motivated, and high-performing team environment
Participate in ongoing leadership and industry training to stay ahead of best practices

Benefits

$75,000-$100,000 annually (Base plus performance bonuses based on team KPIs)
Weekly Pay
Ability to work in-office with leadership growth opportunities
PTO and Paid Holidays
Comprehensive benefits package including matching 401K, Medical, Dental, Vision, Accidental & Critical Illness coverages
Paid $15,000 Life Insurance and Long-Term Disability coverage

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