Department
Customer Experience
Exists when the company recognizes that the interaction before and after the truck rolls matters as much as the work itself. This department owns the customer's perception, answering phones, following up after jobs, handling complaints, managing reviews, and ensuring every touchpoint feels professional. It is real when there are dedicated people whose job is the customer relationship, not just whoever happens to pick up the phone.
The department at a glance
Works
Office
behind a desk
Roles inside
2
documented roles
Core functions
4
the daily work
Core functions
What Customer Experience actually owns.
The work that defines this department. If nobody owns it, the rest of the business pays the bill.
- ▸Inbound call handling and customer communication
- ▸Post-job follow-up and satisfaction tracking
- ▸Complaint resolution and escalation management
- ▸Review generation and reputation management
Roles inside
Who you’ll find in Customer Experience.
2 roles we've documented here. Each has its own page with a day in the life, the duties, and the products built for it.
