Customer Service Manager - Claims & Loss Mitigation

About Us

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.

Role Overview

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 approach—educating 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 :

Customer Contact & Experience :

• 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.

Sales, Education & Conversion :

Claims Coordination & Documentation :

Production Handoff & Scheduling :

Customer Satisfaction & Issue Resolution :

Compliance & Performance :

Requirements

What We're Looking For :

Preferred Qualifications

Performance Metrics

Working Conditions

Benefits

Why Apple Roofing?