Job SummaryThe 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.
Job Description***Role is in office daily in Laurel, MD***
Responsibilities:Service Center Leadership - 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.
Customer Experience Leadership - 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.
Call Center Operations & Workforce Management - 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.
- Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Support a culture of inclusion in how you work and lead.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
SkillsCoaching, Communication, Customer Care, Customer Experience (CX), Customer Satisfaction
CompensationMaryland Pay Range: $71,932.48 - $107,898.72
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
EducationBachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Certifications (if applicable)
Relevant Work Experience2-5 Years
