Call Center Sales Manager
S&J Plumbing · Arlington Heights, IL · 4 wk ago
On-siteBusiness Development$100k–$140k/yrFull-time
What You’ll Do
- 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
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
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
- Opportunity to build and lead a high-performing sales and customer experience team
- Stable, growing company with long-term career opportunities
Leadership Growth Opportunities
- Opportunity to build and lead a high-performing sales and customer experience team
- Opportunity to build and lead a high-performing sales and customer experience team
After-Hours Operations
- 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
Skills
- 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
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
- Opportunity to build and lead a high-performing sales and customer experience team
- Stable, growing company with long-term career opportunities