Job Description

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 approacheducating 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 Youll Do:

Customer Contact & Experience:

• Respond to new claim assignments within one hour with warmth clarity and professionalism; set expectations and introduce Apple Roofings process and value.
• Maintain a customer-first experience throughout the lifecycleproactively 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:

• Explain insurance-formatted estimates (Xactimate or Symbility) in simple customer-friendly language.
• Confidently present Apple Roofings preferred-contractor programhighlighting benefits answering objections and guiding customers toward signed agreements.
• Drive conversion by blending consultative sales skills with excellent servicehelping customers understand their options and feel confident moving forward.

Claims Coordination & Documentation:

• 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.

Production Handoff & Scheduling:

• 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.

Customer Satisfaction & Issue Resolution:

• Monitor customer sentiment throughout the claim; act quickly to address concerns eliminate friction and protect customer trust.
• Uphold Apple Roofings values by making every interaction easy people-focused and aligned with doing whats right.

Compliance & Performance:

• 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.

What Were Looking For:

• 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 skillscomfortable 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 drivers license and reliable transportation.

Preferred Qualifications

• 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.

Performance Metrics

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

Working Conditions

• 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.

Why Apple Roofing

• 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.

Required Experience:

Manager

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