Customer Experience Manager

SERVPRO of Durango•Durango, CO

20h•$50,000 - $60,000•Hybrid

About The Position

SERVPRO Team Landers is seeking a Customer Experience (CX) Manager to oversee and manage the customer journey from initial loss through project completion and collections. This role is responsible for ensuring consistent communication, strong relationships with customers and adjusters, and driving revenue, profitability, and timely payment on all assigned projects. This is a high-accountability role requiring strong organizational skills, attention to detail, and the ability to manage multiple projects in a fast-paced environment.

Requirements

Experience in restoration, insurance, claims, construction, or a related field preferred
Strong communication and customer service skills
Ability to manage multiple projects and priorities simultaneously
High level of accountability and attention to detail
Experience with Xactimate, WorkCentre, DASH, or similar platforms preferred
Proficient in Microsoft Office and general computer systems
Strong organizational and time management skills
Ability to work independently and take ownership of assigned projects
Effective problem-solving and conflict resolution abilities
Ability to communicate clearly with customers, adjusters, and internal teams
Ability to work in a fast-paced, deadline-driven environment

Nice To Haves

Experience in restoration, insurance, claims, construction, or a related field preferred
Experience with Xactimate, WorkCentre, DASH, or similar platforms preferred

Responsibilities

Contact customers within 12 business hours of initial loss
Contact adjusters within 12–24 business hours
Maintain consistent communication with customers and adjusters (2–3 times per week)
Provide project updates and set clear expectations
Send follow-up emails after all phone communications
Maintain accurate and up-to-date documentation across all platforms
Ensure all project statuses, notes, and communication are recorded daily
Perform initial and final file audits to meet carrier and company requirements
Address disputes, file rejections, or billing issues within 24 hours
Promote and secure additional services including contents, reconstruction, abatement, and specialty services
Assist in closing estimates in collaboration with operations teams
Follow up on pending opportunities and conversions
Contact customers to retain projects when cancellations occur
Invoice projects according to agreement(s)
Manage files through the full lifecycle, including collections from 1–60 days
Coordinate with the Accounts Receivable team on escalations beyond 60 days
Ensure all required documentation is complete and compliant for billing
Conduct closing calls with customers upon project completion
Communicate next steps related to billing and collections
Request customer feedback and online reviews
Ensure a professional and complete project close-out experience