Call Center Manager

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 customersdelivering honest service expert guidance and lasting comfort for every home we visit. At Polestar your comfort is our priority.

Why Join Us:

• $75000-$100000 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 $15000 Life Insurance and Long-Term Disability coverage

What Youll 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

Our 3 Step Hiring Process:

At Polestar we know great talent moves fastand so do we. Our hiring process is designed to be quick efficient and candidate-friendly. If youre actively looking we can often complete the process within 2448 hours!

1. Apply
   Submit your application online or via email with your resume and relevant details. ()
2. Phone Screen
   If your experience is a match our team will reach outoften the same dayfor a brief phone interview.
3. In-Person Interview
   If the phone screen goes well well schedule an in-person interviewusually within 24 hours. Youll meet with team members ask questions and learn more about working at Polestar.

Requirements:

• Minimum 23 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

Location:

7252 W Frontage Rd Merriam KS 66203

Think youd be a great fit So do we! Come grow with us at Polestarapply now!

Polestar Plumbing Inc. is an equal employment opportunity and affirmative action employer.