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.

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.

• 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.

• 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.

• 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.

• 1-hour initial contact rate
• Estimate-to-contract conversion rate
• Cycle time: assignment - inspection - estimate - contract - production
• Customer satisfaction / NPS
• Documentation accuracy & carrier compliance

• Primarily office-based with frequent phone and video communication.
• Hybrid/remote flexibility available with proven performance and confidence.
• Fast-paced environment with high daily intake and coordination needs.

• Be part of a company that lives its core values:
  People First, Build Trust, Make It Easy.
• Competitive pay and benefits package.
• A positive, team-oriented culture with real career pathways.