Residential Sales Specialist

Job Summary
The Residential Sales Specialist is responsible for driving residential restoration opportunities by responding quickly to homeowner needs, conducting thorough property inspections, supporting Third Party Administrator (TPA) program requirements, and securing signed authorizations for mitigation, reconstruction, and related residential services. This role combines consultative sales, field assessment, technology-enabled documentation, and strong follow-through to create a seamless experience for homeowners, insurance carriers, adjusters, and internal Kustom teams. The Residential Sales Specialist represents Kustom with speed, excellence, and compassion while identifying scope opportunities, documenting loss conditions, and helping convert residential leads into active projects.

Responsibilities
The Residential Sales Specialist will perform the following duties, along with any additional responsibilities as assigned:

· Residential Sales and Lead Conversion:

· Respond promptly to residential leads, TPA assignments, carrier referrals, and homeowner inquiries to assess needs and move opportunities through the sales process.

· Build trust with homeowners by explaining Kustom’s residential restoration process, service capabilities, timelines, and next steps in a clear and professional manner.

· Secure signed authorizations, work approvals, and required intake documentation to initiate services and support timely project handoff.

· Residential Inspections and Documentation:

· Conduct detailed residential property inspections to identify visible damage, affected areas, access limitations, safety concerns, and potential mitigation or reconstruction needs.

· Capture comprehensive photos, measurements, notes, and Matterport or other technology-supported documentation to assist estimating, scoping, carrier review, and project execution.

· Ensure inspection findings are complete, accurate, and submitted timely in accordance with internal processes, carrier expectations, and TPA program standards.

· TPA, Carrier, and Claims Support:

· Follow applicable TPA guidelines, service level requirements, compliance expectations, customer communication standards, and documentation protocols.

· Communicate professionally with adjusters, carrier representatives, homeowners, and internal teams to support claim clarity, project approval, and customer satisfaction.

· Monitor lead status, assignment deadlines, inspection documentation, and follow-up activity to help ensure TPA work is handled with urgency and accuracy.

· Service Knowledge and Internal Coordination:

· Maintain a strong understanding of Kustom’s residential mitigation, reconstruction, contents, emergency response, and related service offerings.

· Partner with operations, estimating, project management, and administrative teams to transition sold work efficiently and support a positive homeowner experience.

· Maintain accurate customer, job, and sales activity records and provide updates on lead progress, barriers, and conversion opportunities.

Qualifications

· Skills and Abilities:

· Strong residential restoration sales, customer service, and consultative communication skills.

· Ability to conduct residential property inspections and document loss conditions clearly, accurately, and thoroughly.

· Familiarity with TPA platforms, carrier expectations, claim documentation, service level requirements, and homeowner communication standards preferred.

· Experience using Matterport, inspection tools, mobile applications, CRM systems, estimating support documentation, or similar field technology.

· Ability to manage multiple leads, prioritize urgent assignments, follow up consistently, and meet internal and external deadlines.

· Professional judgment, attention to detail, and ability to represent Kustom with confidence, empathy, and integrity in residential loss situations.

Work Environment

· This position operates in both an office environment and at homeowner properties, including occupied residences and active loss environments. The role requires conducting residential inspections, capturing documentation, meeting with homeowners, and supporting sales and TPA assignment requirements in the field.

· Physical requirements include the ability to sit, stand, walk, bend, reach, climb stairs, and move throughout residential properties while conducting inspections and documenting loss conditions.

· The role may require carrying inspection tools, mobile devices, ladders or measuring equipment, and other light field materials, and may require lifting or moving items up to 25 pounds as needed.

· The employee must be able to safely access residential job sites, which may include uneven surfaces, confined or partially damaged areas, varying temperatures, dust, moisture, noise, and the use of appropriate personal protective equipment when required.