Customer Service Manager - Claims & Loss Mitigation

Customer Service Manager

At Apple Roofing, our purpose is to build a sweeter experience - for our teammates, our customers, and our partners. We do this by putting people first, making it easy, and doing the right thing.

The Customer Service Manager (CSM) is a key customer-facing and revenue-driving role responsible for guiding homeowners through their claim from the moment a carrier assigns it to Apple Roofing through project completion. This position blends customer service excellence with a consultative sales approacheducating homeowners, building trust, and helping them confidently move forward with Apple Roofing.

The CSM represents our purpose of Building a Sweeter Experience by putting people first in every interaction, making the claims process easy to understand, and ensuring every customer feels cared for, supported, and confident in choosing Apple Roofing.

What You'll Do :

• 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 lifecycleproactively 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 programhighlighting benefits, answering objections, and guiding customers toward signed agreements.
• Drive conversion by blending consultative sales skills with excellent servicehelping 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.