SkyMark Refuelers, LLC is hiring: Call Center Manager in Kansas City

Overview

Job Title: Call Center Manager

Company: SkyMark Refuelers, LLC

Location: KCMO

Employment Type: Full-Time | Exempt

Department: Post Production – Service Support

Reports To: VP Operations

Position Summary

The Call Center Manager is responsible for overseeing the daily operations of the Service Support Call Center, ensuring excellent customer communication, efficient case handling, and timely service coordination across all product lines. This role includes direct management of a team of Customer Service Representatives (CSRs) and coordination with internal Product Support Specialists and external service providers. The manager ensures all interactions are logged in the CRM system, drives high service standards, and supports revenue growth through accurate parts referrals to the Becker Parts Division.

Key Responsibilities

• Supervise and lead the CSR team, ensuring excellent phone, email, and customer service interactions
• Provide coaching, training, and performance management for CSRs
• Establish shift coverage, call-handling protocols, and escalation workflows
• Monitor daily activity to ensure service level targets are met
• Ensure all customer calls and email communications are logged in the CRM system
• Maintain high-quality, consistent data entry by CSRs
• Use CRM analytics to track call volumes, issue types, and resolution timelines
• Prepare and present reports on call center metrics to leadership
• Route service cases to the appropriate Product Support Specialist or department
• Track open tickets and follow up to ensure timely resolution
• Coordinate scheduling and dispatch of third-party service providers within our coast-to-coast network
• Monitor service completion status and ensure follow-up communication with customers
• Serve as escalation point for customer concerns or unresolved issues
• Maintain a professional, responsive customer service environment
• Develop and refine call scripts, templates, and service communication standards
• Train CSRs to identify parts-related needs during intake and funnel qualified leads to the Becker Parts Division for quoting and fulfillment
• Track and report on parts-related inquiries and referral performance
• Identify and implement improvements to call handling, routing logic, and communication flow
• Work with leadership and IT/CRM team to enhance reporting and system usage
• Maintain process documentation and training materials

Qualifications

Required:

• 3+ years of experience in a customer service or call center role
• 1+ years in a supervisory or team lead capacity
• Proficiency with CRM systems (e.g., Salesforce, HubSpot, Zoho)
• Strong communication, leadership, and organizational skills

Preferred:

• Experience in manufacturing, equipment service, or technical support environments
• Familiarity with service dispatching and third-party vendor coordination
• Basic understanding of aftermarket parts and logistics

Key Competencies

• Customer-Centric Mindset
• Team Leadership & Coaching
• CRM Accuracy & Analysis
• Workflow Coordination
• Conflict Resolution
• Cross-Department Communication

Performance Metrics (KPIs)

• Call and case handling time
• First-contact resolution rate
• CSR productivity and quality scores
• CRM data accuracy and case closure rate
• Number of parts referrals to Becker Division
• Customer satisfaction ratings

SkyMark Refuelers is a market leading manufacturer of custom work trucks serving the aviation refueling, liquid waste removal, hi-rail maintenance, direct-to-locomotive refueling, and refined fuel delivery industries. With its headquarters in Kansas City, Missouri, SkyMark also operates a world-class aviation refueler facility in Findlay, Ohio along with a tank plant in Sullivan, Illinois.