About the role
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.
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💰 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
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🚀 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
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🎯 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
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💡 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
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📈 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.
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S&J Plumbing is an Equal Opportunity Employer