Customer Service Manager

Benefits:

• Bonus based on performance
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

About the Role
Palm Build is hiring a dedicated Customer Service Manager to be the go-to point of contact for our clients. Most homeowners and property owners we work with have never been through water, fire, or mold damage before. You'll guide them through every step, from restoration to remediation to reconstruction, so they always know what's happening, what comes next, and who to call. This role is our front line for client complaints and escalations, so we need someone who stays calm, owns the problem, and turns frustrated clients into loyal ones. You'll have the full support of our leadership team to address client concerns and make things right.

Pay
$65,000 to $80,000 per year, based on experience, plus a discretionary bonus.

What You'll Do
• Own client communication from the first call through final reconstruction
• Explain each phase of the restoration, remediation, and reconstruction process in plain terms
• Take and return client calls promptly and keep clients updated on schedules and progress
• Coordinate with project managers, technicians, and adjusters to get clients accurate answers
• Help clients understand the insurance claim process and the documents involved
• Handle client complaints and escalations from start to finish, de-escalating tense situations and driving them to resolution
• Identify gaps in our processes and work directly with the leadership team to close them and fix issues for good
• Keep detailed notes of every client interaction in our job management system
• Build processes that improve the client experience and drive positive reviews and referrals

What You Need
• 3+ years of customer service or client relations experience, with at least 1 year leading or managing
• Proven track record handling difficult conversations, complaints, and escalations
• Experience in restoration, construction, insurance, or home services strongly preferred
• Excellent phone and written communication skills
• Calm, empathetic, and organized under pressure
• Comfortable with CRM or job management software
• Bilingual (English/Spanish) a plus

About Palm Build
Palm Build is a restoration and reconstruction company based in Deerfield Beach, FL. We help property owners recover from water, fire, and mold damage and rebuild better. We offer health, dental, and vision insurance, paid time off, paid training, and real room to grow.