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Apple Roofing · 1 month ago

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

Plano, Texas, United States

Full-time

Onsite

Mid Level

Apple Roofing is dedicated to building a sweeter experience for their customers, teammates, and partners. They are seeking a Customer Service Manager who will guide homeowners through the claims process while ensuring a customer-first approach and driving sales through consultative interactions. The role involves managing customer communications, coordinating claims, and maintaining compliance with insurance processes.

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

Claims CoordinationConsultative Sales SkillsCustomer Relationship Management (CRM)XactimateSymbilityEmpathetic ListeningClear CommunicationProblem Solving