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Call Center Manager at Polestar Plumbing Heating & Cooling Shawnee, KS
Job in
Shawnee, Johnson County, Kansas, 66203, USA
Listed on 2026-06-02
Listing for:
Neier Inc.
Full Time
position Listed on 2026-06-02
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Customer Service Rep, Call Center / Support, Client Relationship Manager
Job Description & How to Apply Below
Overview
Description
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.
7252 W Frontage Rd, Merriam, KS 66203
Compensation and 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
- 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
- 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
Polestar Plumbing, Inc. is an equal employment opportunity and affirmative action employer.
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