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

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  • Polestar Plumbing Heating & Cooling
  • Shawnee, KS

Job Description

Description



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 customers-delivering honest service, expert guidance, and lasting comfort for every home we visit. At Polestar, your comfort is our priority.


Why Join Us:

  • $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

Our 3 Step Hiring Process:


At Polestar, we know great talent moves fast-and so do we. Our hiring process is designed to be quick, efficient, and candidate-friendly. If you're actively looking, we can often complete the process within 24-48 hours!


  1. Apply
    Submit your application online or via email with your resume and relevant details. (carlee@polestarplumbing.com)
  2. Phone Screen
    If your experience is a match, our team will reach out-often the same day-for a brief phone interview.
  3. In-Person Interview
    If the phone screen goes well, we'll schedule an in-person interview-usually within 24 hours. You'll meet with team members, ask questions, and learn more about working at Polestar.

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

Location:

7252 W Frontage Rd, Merriam, KS 66203


Think you'd be a great fit? So do we! Come grow with us at Polestar-apply now!


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

Job Tags

Weekly pay, Work at office

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