Call Center Manager at Polestar Plumbing Heating & Cooling Shawnee, KS

Overview DescriptionWho 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. Location 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 What You'll Be Doing 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 Requirements 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 Equal Employment Opportunity Polestar Plumbing, Inc. is an equal employment opportunity and affirmative action employer. #J-18808-Ljbffr Neier Inc.