Customer Experience Manager

Service Minded Operator Opportunity

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.

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