Call Center Manager / Customer Care Manager - Residential Solar

Job Description

Job Description

*** Must report to the Laurel, MD office daily ***

Solar Energy World—now a wholly owned Comcast company—is expanding rapidly and looking for hardworking, results-oriented Inside Sales Representatives to support our growing DMV market. This role is designed for individuals who want to prove themselves, master the fundamentals of sales, and earn a clear pathway into Outside Sales.

Comcast has a long and successful history of acquiring, investing in, and scaling high-potential companies. As part of Comcast’s Energy Services business unit, Solar Energy World is fully backed to grow aggressively while maintaining our commitment to integrity, in-house quality, and long-term value for homeowners— because tomorrow matters.

Position Overview 

 

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.

 

Primary 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. 

 

Case Management Excellence 

• Ensure customer cases are accurately created, assigned, documented, and progressed through resolution. 
• Monitor open-case aging and team workloads. 
• Establish standards for documentation, communication, scheduling coordination, and case ownership. 
• Ensure proper escalation and handoff processes between Case Managers, Billing Specialists, Tier II Support, and Field Service. 
• Review complex cases and remove barriers impacting resolution timelines. 
• Promote consistent use of CRM and case management systems. 

 

Team Leadership, Coaching & Development 

• Recruit, onboard, train, and develop high-performing customer service professionals. 
• Conduct regular coaching sessions, performance reviews, and career development discussions. 
• Monitor employee performance using established KPIs and quality standards. 
• Identify training needs and coordinate individual and team development plans. 
• Create a positive, high-accountability culture focused on customer success and professional growth. 
• Recognize and celebrate employee achievements and performance improvements. 

 

Performance Management 

• Track and improve customer care performance metrics including:
• Service Level 
• Average Speed to Answer 
• Abandon Rate 
• Open Case Aging 
• Cases Resolved per Case Manager 
• First Contact Resolution 
• Customer Satisfaction (CSAT) 
• Escalation Volume 
• Reopened Cases 
• Documentation Quality 
• Billing Handoff Completion Time 
• Schedule Adherence 
• Employee Productivity 
• Team Engagement and Retention 
• Analyze trends and implement corrective actions to improve outcomes. 
• Develop regular performance reporting and dashboards for leadership. 

 

Cross-Functional Leadership 

Partner closely with: 

• Field Service Manager 
• Tier II Technical Support 
• Billing Specialists 
• Operations Leadership 
• Accounting 
• Quality 
• Installation Operations 
• Purchasing and Warranty Teams 

to improve issue resolution, workflow efficiency, customer communication, and overall service performance 

 

Process Improvement & Operational Excellence  

• Lead continuous improvement efforts across customer care operations. 
• Develop and implement standard operating procedures (SOPs). 
• Identify and eliminate recurring causes of customer dissatisfaction. 
• Improve scheduling coordination, escalation management, billing handoffs, and case closure processes. 
• Utilize customer feedback and operational data to improve workflows. 
• Support implementation of new technologies, reporting tools, and process enhancements. 
• Drive adoption of best practices in call center operations and customer experience management. 

 

Qualifications 

 

Required 

• 5+ years of leadership experience in a customer service, call center, customer care, service operations, or contact center environment. 
• 3+ years of direct people management experience. 
• Proven experience leading customer service teams in a high-volume operational environment. 
• Strong workforce management, scheduling, and performance management experience. 
• Experience managing service-level metrics and customer experience programs. 
• Excellent coaching, communication, and leadership skills. 
• Strong analytical and problem-solving abilities. 
• Experience with CRM and customer service management platforms. 
• Ability to prioritize and make sound operational decisions in a fast-paced environment. 

 

Preferred 

• Experience in residential solar, renewable energy, home services, HVAC, electrical, construction, or field service operations. 
• Experience with Microsoft Dynamics 365, Salesforce, ServiceTitan, or similar CRM platforms. 
• Experience supporting field service organizations. 
• Knowledge of customer journey management, workforce management systems, and contact center analytics. 
• Experience leading service center restructuring or transformation initiatives. 

 

Success Profile 

The ideal Customer Care Manager is a servant leader who combines strong call center operational discipline with a passion for customer experience. They are equally comfortable coaching frontline employees, reviewing operational metrics, solving customer issues, balancing workforce demands, and driving continuous improvement initiatives that enhance both customer satisfaction and organizational efficiency.

 

\nCompany Description

Solar Energy World, now a wholly owned subsidiary of Comcast Corporation, is a top-rated, award-winning regional solar panel installation company for residential property owners serving Maryland, Virginia, Delaware, Pennsylvania, New Jersey, Florida, and Washington D.C.

Company Description

Solar Energy World, now a wholly owned subsidiary of Comcast Corporation, is a top-rated, award-winning regional solar panel installation company for residential property owners serving Maryland, Virginia, Delaware, Pennsylvania, New Jersey, Florida, and Washington D.C.