Customer Experience Manager

Servpro•Rockville, MD

24d

About The Position

If helping others is your nature, we have a lot in common. At SERVPRO Team Gutierrez, we help people restore calm and clarity when their home or business is disrupted by fire, water, or mold. This role is for a service minded operator who brings order to the customer experience and accountability to the office. What you will do You will own the customer experience from first notice of loss through completion and follow up. You will lead the office team, enforce a consistent customer update cadence, keep Dash files compliant, and step in quickly when a customer concern escalates. You will fit here if you are: · Self motivated, proactive, and service oriented · Calm under pressure and strong in written communication · Comfortable holding people accountable with direct, respectful feedback What you will own: · Customer touchpoints and expectation setting for mitigation and reconstruction · Customer update cadence so every customer knows what happens next · Escalation resolution with documented outcomes and clean handoffs · Day to day leadership for Job File Coordinators, Dispatchers, and admin staff · File compliance and documentation quality in Dash · Weekly office huddles and process reinforcement · Customer satisfaction improvement through reviews, surveys, and Net Promoter Score (NPS) · Onboarding, training, and performance conversations for the office team What success looks like: · Customers feel informed and cared for throughout the job · Dash files are audit ready with complete documentation · The office runs with clear ownership, deadlines, and follow through

Requirements

3 to 5 years of customer service, operations, or office leadership experience (restoration preferred)
Strong conflict resolution and follow through
Proficiency in Microsoft Office. SERVPRO systems including Dash and Xactimate a plus
Working knowledge of insurance driven restoration processes (IICRC preferred, bilingual a plus)

Nice To Haves

SERVPRO systems including Dash and Xactimate
IICRC
bilingual

Responsibilities

Customer touchpoints and expectation setting for mitigation and reconstruction
Customer update cadence so every customer knows what happens next
Escalation resolution with documented outcomes and clean handoffs
Day to day leadership for Job File Coordinators, Dispatchers, and admin staff
File compliance and documentation quality in Dash
Weekly office huddles and process reinforcement
Customer satisfaction improvement through reviews, surveys, and Net Promoter Score (NPS)
Onboarding, training, and performance conversations for the office team