Call Center Sales Manager

Call Center Sales Manager

 Arlington Heights, IL

Lead the team that drives growth, revenue, and customer experience.

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.

 Compensation & Benefits

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$100,000–$140,000 annually , based on experience and qualifications

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Performance bonus opportunities

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100% paid Medical, Dental & Vision Insurance for you and your family

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401(k) with 5% company match

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Paid Time Off and paid holidays

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Weekly pay

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Paid training and professional development

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Leadership growth opportunities

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Direct access to company leadership

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Opportunity to build and lead a high-performing sales and customer experience team

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Stable, growing company with long-term career opportunities

 What You’ll Do

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.

Sales Leadership & Revenue Growth

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Lead and train Customer Service Representatives on proven sales and call-conversion techniques

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Coach CSRs on how to sell S&J Plumbing as the right partner for customers

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Create a culture focused on maximizing booking rates, customer satisfaction, and revenue growth

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Train team members on consultative communication, objection handling, and relationship-building skills

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Monitor sales performance and conversion metrics to identify opportunities for improvement

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Develop strategies to increase booked appointments and overall call center performance

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Ensure every inbound call is treated as an opportunity to earn the customer’s trust and business

Call Center Leadership & Team Development

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Lead, coach, and develop customer service representatives and dispatch personnel

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Inspire both personal and professional growth within the team

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Create a culture of accountability, excellence, and continuous improvement

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Help employees understand how their individual contributions impact company success

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Conduct regular performance reviews, coaching sessions, and training meetings

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Formalize a cost-effective, measurable coaching and training platform

KPI Management & Performance Tracking

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Establish, monitor, and improve weekly company KPIs and weekly call center KPIs

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Track booking percentage, conversion rates, abandoned calls, response times, revenue generated, and customer satisfaction metrics

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Build scorecards and reporting systems that create accountability and measurable results

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Use performance data to drive coaching, training, staffing, and operational decisions

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Present performance updates and recommendations to leadership

Dispatch & Customer Experience

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Manage dispatch to ensure the right technicians are matched to the right jobs

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Ensure exceptional customer service and customer satisfaction at every touchpoint

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Become an expert in the local market, customer needs, and service expectations

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Ensure sufficient staffing levels to support business demand and seasonal spikes

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Collaborate with leadership to improve operational efficiency and customer experience

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Identify process improvements that increase productivity, booked calls, and customer satisfaction

AI Agent Management

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Monitor, train, and continuously improve AI-powered customer service agents

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Review AI conversations and performance metrics to ensure strong customer experiences

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Optimize AI workflows, scripts, and escalation processes

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Ensure AI systems support company goals while maintaining a high standard of customer care

After-Hours Operations

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Be available 24/7 to support escalated after-hours calls when needed

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Oversee after-hours call handling processes

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Ensure emergency calls and high-priority customer needs are addressed promptly

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Continuously improve after-hours procedures to maximize customer satisfaction and booking opportunities

 What We’re Looking For

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Previous call center management, customer service leadership, sales management, or dispatch management experience

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Proven ability to coach, develop, and inspire high-performing sales and customer service teams

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Strong understanding of sales processes, call conversion, and customer experience management

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Ability to drive team performance and achieve business goals and objectives

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Experience managing KPIs, scorecards, and performance accountability systems

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Experience creating and implementing training programs

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Ability to leverage technology, automation, and AI tools to improve operational performance

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Strong analytical mindset with the ability to make data-driven decisions

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Excellent leadership, communication, and presentation skills

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Comfortable holding team members accountable while developing their skills

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Detail-oriented, highly organized, and able to multitask in a fast-paced environment

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Proficient with Microsoft Office, including Excel, Word, and PowerPoint

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Experience with CRM, call center, or dispatch software preferred

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

 Who We Are

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

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Integrity – We do the right thing, every time

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Professionalism – We show up prepared and perform at a high level

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Accountability – We own our actions and results

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Family – We support our team and treat customers like our own

 Why S&J Plumbing?

We’re not a private equity roll-up. We’re a locally run company that believes in investing in people, building strong teams, and making decisions for long-term success—not short-term profits.

As our Call Center & Sales Manager, you’ll lead one of the most important departments in the company. Every lead, every opportunity, and every customer relationship begins with your team.

You’ll have a direct impact on revenue growth, customer experience, team development, operational performance, and the future direction of the company. This is an opportunity to build systems, develop people, leverage cutting-edge AI technology, and create a world-class customer experience operation within a fast-growing organization.

If you’re ready to lead a team, drive performance, and build something special, apply today .

S&J Plumbing is an Equal Opportunity Employer