Call Center Sales Manager

S and J Plumbing•Arlington Heights, IL

9d•$100,000 - $140,000•Onsite

About The Position

At S&J Plumbing, every customer relationship starts with a phone call. We’re looking for a high-performing Call Center & Sales Manager who can lead, coach, and develop a team that consistently converts opportunities into booked appointments, delivers exceptional customer experiences, and drives company growth. This is more than a management position—it’s a sales leadership role. You’ll be responsible for creating a high-performance culture focused on customer experience, conversion rates, revenue growth, and operational excellence. If you’re passionate about leadership, sales, coaching, and building winning teams, we’d love to meet you.

Requirements

Previous call center management, customer service leadership, sales management, or dispatch management experience
Proven ability to coach, develop, and inspire high-performing sales and customer service teams
Strong understanding of sales processes, call conversion, and customer experience management
Ability to drive team performance and achieve business goals and objectives
Experience managing KPIs, scorecards, and performance accountability systems
Experience creating and implementing training programs
Ability to leverage technology, automation, and AI tools to improve operational performance
Strong analytical mindset with the ability to make data-driven decisions
Excellent leadership, communication, and presentation skills
Comfortable holding team members accountable while developing their skills
Detail-oriented, highly organized, and able to multitask in a fast-paced environment
Proficient with Microsoft Office, including Excel, Word, and PowerPoint

Nice To Haves

Experience with CRM, call center, or dispatch software preferred
Experience in home services, plumbing, HVAC, electrical, or related service industries preferred

Responsibilities

Lead and train Customer Service Representatives on proven sales and call-conversion techniques
Coach CSRs on how to sell S&J Plumbing as the right partner for customers
Create a culture focused on maximizing booking rates, customer satisfaction, and revenue growth
Train team members on consultative communication, objection handling, and relationship-building skills
Monitor sales performance and conversion metrics to identify opportunities for improvement
Develop strategies to increase booked appointments and overall call center performance
Ensure every inbound call is treated as an opportunity to earn the customer’s trust and business
Lead, coach, and develop customer service representatives and dispatch personnel
Inspire both personal and professional growth within the team
Create a culture of accountability, excellence, and continuous improvement
Help employees understand how their individual contributions impact company success
Conduct regular performance reviews, coaching sessions, and training meetings
Formalize a cost-effective, measurable coaching and training platform
Establish, monitor, and improve weekly company KPIs and weekly call center KPIs
Track booking percentage, conversion rates, abandoned calls, response times, revenue generated, and customer satisfaction metrics
Build scorecards and reporting systems that create accountability and measurable results
Use performance data to drive coaching, training, staffing, and operational decisions
Present performance updates and recommendations to leadership
Manage dispatch to ensure the right technicians are matched to the right jobs
Ensure exceptional customer service and customer satisfaction at every touchpoint
Become an expert in the local market, customer needs, and service expectations
Ensure sufficient staffing levels to support business demand and seasonal spikes
Collaborate with leadership to improve operational efficiency and customer experience
Identify process improvements that increase productivity, booked calls, and customer satisfaction
Monitor, train, and continuously improve AI-powered customer service agents
Review AI conversations and performance metrics to ensure strong customer experiences
Optimize AI workflows, scripts, and escalation processes
Ensure AI systems support company goals while maintaining a high standard of customer care
Be available 24/7 to support escalated after-hours calls when needed
Oversee after-hours call handling processes
Ensure emergency calls and high-priority customer needs are addressed promptly
Continuously improve after-hours procedures to maximize customer satisfaction and booking opportunities

Benefits

$100,000–$140,000 annually, based on experience and qualifications
Performance bonus opportunities
100% paid Medical, Dental & Vision Insurance for you and your family
401(k) with 5% company match
Paid Time Off and paid holidays
Weekly pay
Paid training and professional development
Leadership growth opportunities
Direct access to company leadership
Opportunity to build and lead a high-performing sales and customer experience team
Stable, growing company with long-term career opportunities