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.

• $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

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…