Customer Care Manager

Monumental Markets • Calverton, MD

5d • Onsite

About The Position

The Customer Care Manager is responsible for leading customer support, coordinating issue resolution, and overseeing key administrative processes. This role works across departments to deliver responsive service, resolve problems efficiently, and maintain a consistently high level of customer satisfaction.

Requirements

• 3-5 years + in relevant field experience/education such as account management, customer service management, sales, etc.
• 2+ years management experience
• Strong communication skills including customer conversations, written business correspondence and working across functional teams
• Ability to work in-office 8+ hours per day
• Comfortable making onsite customer visits as needed
• Demonstrated experience with Microsoft Office products Outlook and Excel

Responsibilities

• Own the customer support case process from initial request through resolution, ensuring cases are documented, prioritized, assigned, followed up on, and closed within established service expectations.
• Conduct proactive customer calls to assess satisfaction, confirm that service needs are being met, identify unresolved concerns, and uncover opportunities to expand products or services.
• Lead, coach, and prioritize the work of the Customer Care Coordinator, including customer orders, product backorders and substitutions, product recommendations, and other customer support requests.
• Partner closely with Delivery and Equipment Service teams to assign cases promptly, monitor progress, remove obstacles, and achieve customer service-level agreement (SLA) commitments.
• Manage preventive maintenance schedules for customer equipment, coordinating with service teams to ensure required maintenance is completed accurately and by established deadlines.
• Maintain accurate asset and customer records by processing equipment movements, location changes, and related system updates in a timely manner.
• Coordinate customer projects from planning through completion, including equipment installations, scheduling, customer communications, promotional campaigns, and cross-functional follow-up.
• Analyze customer feedback and case data to identify recurring service issues, repeat equipment failures, and process gaps; communicate findings and recommended corrective actions to leadership and operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed