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 • $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 🚀 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 • 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 Call Center Leadership & Team Development • 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 KPI Management & Performance Tracking • 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 Dispatch & Customer Experience • 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 AI Agent Management • 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 After-Hours Operations • 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 🎯 What We’re Looking For • 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 💡 Who We Are At S&J Plumbing, our culture is built on four core values: • Integrity – We do the right thing, every time • Professionalism – We show up prepared and perform at a high level • Accountability – We own our actions and results • 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