Customer Care Account Manager

Job Description We are seeking a highly organized and customer-focused Customer Care Account Manager to manage residential roofing projects from post-sale through final closeout.This role serves as the primary point of contact for homeowners and plays a critical role in insurance coordination, payment processing, and internal communication.The ideal candidate is professional, detail-oriented, and comfortable handling high-value projects and sensitive financial discussions.Key Responsibilities Customer Communication & Experience Serve as the primary point of contact for homeowners throughout their roofing project Clearly explain project timelines, processes, and expectations Educate customers on insurance terminology and claim procedures, including ACV, depreciation, deductibles, and supplements Respond to customer questions, concerns, and escalations in a timely and professional manner Maintain a high level of customer satisfaction while protecting company interests Insurance Coordination Communicate directly with insurance carriers and adjusters regarding claims and scopes of work.Request, review, and track approved estimates and policy coverage details Follow up persistently with insurance companies to prevent delays or underpayment Assist homeowners in understanding insurer requirements and next steps Financial & Payment Management Clearly communicate payment requirements and timelines to homeowners Coordinate the collection of insurance checks, deductibles, depreciation, and final balances Work with the finance team to establish and manage approved payment plans Ensure accurate billing and payment tracking.Documentation & Compliance Collect, organize, and maintain all required project documentation Ensure customer files are complete, accurate, and audit-ready Assist with final invoicing and warranty documentation upon project completion Maintain detailed records to support legal, financial, and operational compliance Internal Collaboration Work closely with sales, production, and finance teams to ensure projects move forward efficiently Communicate updates and requirements across departments to prevent delays or miscommunication Support scheduling by reviewing and confirming insurance, financial prerequisites, and project details are met Qualifications Strong written and verbal communication skills Experience in customer service, account management, or administrative roles (construction or insurance experience is preferred) Knowledge of residential roofing and homeowners insurance claims is a plus Strong organizational and time-management skills Ability to manage multiple projects simultaneously Professional demeanor and ability to remain calm in high-stress situations Attention to detail and accuracy Pay:$50,000.00 - $60,000.00 per year Work Location:In person.