Customer Communications Manager

Job Summary:

We are seeking a Customer Communications Manager to oversee and streamline communication between our insurance claim customers, cleaning teams, and technicians. This role ensures a seamless experience for all parties by maintaining clear, timely, and professional communication throughout the claims and restoration process. The ideal candidate will be highly organized, customer-focused, and able to manage multiple relationships effectively.

Key Responsibilities:

Customer Engagement: Act as the primary point of contact for insurance claim customers, keeping them informed on the status of their restoration and cleaning services.

Coordination & Scheduling: Work closely with cleaners and technicians to schedule appointments, track progress, and address any service-related issues.

Claims Process Communication: Maintain open communication with insurance adjusters, policyholders, and internal teams to ensure smooth claim resolution.

Issue Resolution: Address customer concerns, escalate complex issues as needed, and ensure customer satisfaction.

Documentation & Reporting: Maintain detailed records of customer interactions, service progress, and claim updates in company systems.

Process Improvement: Identify communication gaps and implement solutions to enhance efficiency and customer satisfaction.