Customer Experience Manager
Full Time • Hybrid - US
Benefits:
- 401(k)
- Bonus based on performance
- Health insurance
Job Summary
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.
Key Responsibilities
Customer and Adjuster Communication
- 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
Project and File Management
- 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
Revenue and Conversions
- 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
Financial and Accounts Receivable Oversight
- 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
Project Completion and Customer Experience
- 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
Qualifications
- 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
Skills and Competencies
- 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
Work Environment
- Office-based with regular interaction with field teams and customers
- Fast-paced environment with multiple active projects
- May require occasional travel to job sites or meetings
Company Culture
SERVPRO Team Landers is committed to delivering exceptional customer service, maintaining high operational standards, and driving results. Team members are expected to act with urgency, communicate effectively, take ownership of their work, and continuously look for ways to improve processes and outcomes.
Benefits and Compensation
- Competitive salary $50K-$60K base plus commissions and bonuses (salary based on experience)
- Performance-based incentives
- Opportunities for growth and advancement
- Supportive and team-oriented environment
Flexible work from home options available.
Compensation: $50,000.00 - $60,000.00 per year
Picture yourself here fulfilling your potential.
At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you.
All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.
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