Customer Service Manager - Claims & Loss Mitigation

Apple Roofing•Plano, TX

36d•Hybrid

About The Position

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.

Requirements

3+ years of customer service, claims coordination, insurance restoration, or related sales/support experience.
Experience reading and explaining Xactimate or Symbility estimates.
Strong sales/consultative communication skills—comfortable educating, influencing, and asking for the business.
Excellent phone and video presence; empathetic, confident, and professional.
Strong time management and organizational skills; capable of managing a fast-moving daily claim volume.
Proficiency in CRM platforms, Microsoft Office, and video meeting tools (Zoom, Teams, etc.).
Ability to work flexible hours to meet customer scheduling needs.
Valid driver's license and reliable transportation.

Nice To Haves

Experience with preferred-contractor programs or insurance claim advocacy.
Basic knowledge of roofing systems and construction processes.
Familiarity with document submission in carrier portals or working within carrier-specific workflows.

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.