Customer Care Manager -- Service

Comcast•Laurel, MD

6d•Onsite

About The Position

The Customer Care Manager is responsible for the overall leadership, performance, and continuous improvement of the Service Center (Call Center) operation supporting residential solar and battery customers. This role leads a team of Case Managers and Billing Specialists while partnering closely with Tier II Technical Support and Field Service leadership to deliver an exceptional customer experience from initial customer contact through final case resolution and billing closure. This position oversees inbound call operations, workforce management, customer case ownership processes, service-level performance, employee development, and operational excellence. The Customer Care Manager is responsible for ensuring customers receive timely responses, proactive communication, and successful issue resolution while maintaining high standards for service levels, case management, quality, and employee engagement. This leader drives performance through coaching, accountability, process discipline, and continuous improvement initiatives that support the company's priorities of Safety, Quality, Customer Experience, Speed, Productivity, and Execution.

Requirements

2-5 Years Relevant Work Experience
Bachelor's Degree (or combination of coursework and experience, or extensive related professional experience)

Responsibilities

Lead the day-to-day operations of the Customer Care teams.
Directly manage Case Managers and Billing Specialists.
Establish a culture of customer ownership, accountability, teamwork, and continuous improvement.
Ensure consistent execution of the operating model.
Balance customer experience, employee productivity, service levels, and operational efficiency.
Own overall customer satisfaction and service performance for the Customer Care department.
Ensure Case Managers provide proactive communication and maintain ownership throughout the service lifecycle.
Monitor customer feedback, complaints, escalations, and satisfaction trends.
Personally engage in high-impact customer situations requiring leadership involvement.
Drive initiatives that reduce callbacks, repeat contacts, and unresolved issues.
Partner with Field Service and Tier II Technical Support to ensure seamless customer experiences.
Manage inbound call center performance, staffing, and coverage schedules.
Ensure appropriate staffing levels to meet service-level expectations.
Monitor queue performance and make real-time operational adjustments as needed.
Oversee workforce planning, scheduling, breaks, lunches, coaching sessions, PTO coverage, and staffing needs.
Analyze call volume trends and adjust staffing strategies accordingly.
Support implementation of workforce management practices that improve efficiency and service consistency.
Maintain predictable call coverage while protecting dedicated case-management time.