This job has closed.

Apple Roofing · 1 month ago

Customer Service Manager - Claims & Loss Mitigation (Sales Focused)

Plano, TX

Full-time

Hybrid

Mid Level

$70K/yr - $100K/yr

3+ years exp

Apple Roofing is committed to building a sweeter experience for its teammates, customers, and partners. The Customer Service Manager (CSM) is responsible for guiding homeowners through the claims process while blending customer service excellence with a consultative sales approach.

Building MaterialConstructionMarketingSales

Responsibilities

Respond to new claim assignments within one hour with warmth, clarity, and professionalism; set expectations and introduce Apple Roofing's process and value

Maintain a customer-first experience throughout the lifecycle—proactively communicating, anticipating needs, and promptly resolving concerns to uphold trust

Deliver a "sweeter experience" through empathetic listening, clear explanations, and consistent follow-through

Explain insurance-formatted estimates (Xactimate or Symbility) in simple, customer-friendly language

Confidently present Apple Roofing's preferred-contractor program—highlighting benefits, answering objections, and guiding customers toward signed agreements

Drive conversion by blending consultative sales skills with excellent service—helping customers understand their options and feel confident moving forward

Schedule inspections with assigned inspectors/estimators and ensure insurance-formatted estimates are delivered within 72 hours

Work closely with estimating and QA teams to confirm estimate accuracy and compliance with carrier expectations

Prepare, review, and send all required documents to customers and carriers; upload all materials per carrier-specific guidelines

Maintain complete and accurate customer records in CRM, including notes, communications, documents, timelines, and approvals

Facilitate seamless transition from estimate approval to construction: secure signatures, finalize contracts, coordinate scheduling, and communicate timelines

Ensure customers understand next steps, production expectations, and key milestones

Monitor customer sentiment throughout the claim; act quickly to address concerns, eliminate friction, and protect customer trust

Uphold Apple Roofing's values by making every interaction easy, people-focused, and aligned with doing what's right

Maintain compliance with all carrier requirements, insurance processes, documentation standards, and internal policies

Meet or exceed performance goals related to responsiveness, conversion rates, customer satisfaction, documentation accuracy, and cycle time

Qualification

XactimateSales CommunicationCRM ProficiencyClaims CoordinationCustomer Service ExperienceEmpathyVideo CommunicationTime ManagementOrganizational Skills