Call Center Sales Manager

📍 Arlington Heights, IL

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.

As our Call Center & Sales Manager, you’ll lead the customer service, dispatch, and AI-powered communication systems that help turn every customer call into an opportunity to earn trust, book appointments, and grow the business.

• 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

• 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

• Experience with CRM, call center, or dispatch software preferred

• Experience in home services, plumbing, HVAC, electrical, or related service industries preferred

At S&J Plumbing, our culture is built on four core values: