Customer Experience Manager

Rockville, MD - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Benefits:

401(k)
Bonus based on performance
Competitive salary
Paid time off
Training & development
Vision insurance

If helping others is your nature we have a lot in common.

At SERVPRO Team Gutierrez we help people restore calm and clarity when their home or business is disrupted by fire water or mold. This role is for a service minded operator who brings order to the customer experience and accountability to the office.

What you will do

You will own the customer experience from first notice of loss through completion and follow up. You will lead the office team enforce a consistent customer update cadence keep Dash files compliant and step in quickly when a customer concern escalates.

You will fit here if you are:

Self motivated proactive and service oriented

Calm under pressure and strong in written communication

Comfortable holding people accountable with direct respectful feedback

What you will own:

Customer touchpoints and expectation setting for mitigation and reconstruction

Customer update cadence so every customer knows what happens next

Escalation resolution with documented outcomes and clean handoffs

Day to day leadership for Job File Coordinators Dispatchers and admin staff

File compliance and documentation quality in Dash

Weekly office huddles and process reinforcement

Customer satisfaction improvement through reviews surveys and Net Promoter Score (NPS)

Onboarding training and performance conversations for the office team

What success looks like:

Customers feel informed and cared for throughout the job

Dash files are audit ready with complete documentation

The office runs with clear ownership deadlines and follow through

Requirements:

3 to 5 years of customer service operations or office leadership experience (restoration preferred)

Strong conflict resolution and follow through

Proficiency in Microsoft Office. SERVPRO systems including Dash and Xactimate a plus

Working knowledge of insurance driven restoration processes (IICRC preferred bilingual a plus)

Not for you if:

You prefer to work independently instead of coordinating across the team to deliver a great customer experience

You are uncomfortable resetting expectations with teammates when something is slipping

You do not enjoy staying on top of details like notes photos and job file accuracy that keep claims moving and customers informed

Picture yourself here fulfilling your potential.

At SERVPRO you can make a positive difference in peoples lives each and every day! Were 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 2000 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.

Required Experience:

Manager

Benefits:401(k)Bonus based on performanceCompetitive salaryPaid time offTraining & developmentVision insuranceIf helping others is your nature we have a lot in common.At SERVPRO Team Gutierrez we help people restore calm and clarity when their home or business is disrupted by fire water or mold. Thi...