Call Center Manager at Polestar Plumbing Heating & Cooling – Merriam, Kansas

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.