Customer Experience Liaison

Overview

You're on the front lines of a water damage restoration or emergency home services company (likely a portfolio company of the investor posting this). When someone's basement floods or pipe bursts, you're the first person they talk to. Your job is to take the call, keep them calm, gather information, and get a crew dispatched. You're doing crisis management customer service.

Role Snapshot

Company Context

Stage: Unknown (likely early-stage home services or restoration company)

Size: Unknown

Growth: Hiring for customer-facing roles suggests they're scaling up service capacity

Market Position: Emergency home services is a crowded, competitive space (ServPro, Paul Davis, local restoration companies)

GTM Reality

This isn't a sales or GTM role. You're handling inbound service requests from people in crisis.

Competitive Landscape

N/A—you're not selling, you're triaging emergencies and dispatching crews.

What You'll Actually Do

Time Breakdown

Inbound Calls (70%) | Data Entry/Software (20%) | Internal Updates (10%)

Key Activities

• Answering emergency calls: People call when their home is flooding, a pipe burst, they have water damage, etc. They're stressed, panicked, sometimes angry. You help them calm down and explain what happens next.
• Intake and triage: You're asking questions to assess the situation (how bad is the damage, what caused it, is it still actively flooding). You log everything in the system.
• Dispatching crews: You coordinate with field teams to get someone out to the customer's home ASAP. You're managing schedules, availability, and customer expectations on arrival times.
• Following up: You check in with customers after the crew arrives, handle any issues or complaints, make sure the job gets completed.

The Honest Reality

What's Hard

• You're dealing with people on their worst day. They're scared, upset, sometimes hostile. You have to stay calm and empathetic even when they're yelling at you.
• Calls can be emotionally draining. You hear a lot of stress and panic. It's repetitive—same types of emergencies over and over.
• You're often the messenger for bad news (crew is delayed, service will cost more than expected, insurance won't cover something).
• The software/CRM you use might be clunky. Lots of data entry and admin work between calls.
• You're remote but need to be available during set hours (likely includes evenings/weekends since emergencies don't follow a 9-5 schedule).

What Success Looks Like

• You handle high call volume without dropping quality (customers feel heard and helped)
• You de-escalate upset customers and get positive feedback on calls
• You get crews dispatched quickly and accurately (no mistakes on addresses, details, etc.)
• You meet response time and resolution targets set by the company

Who You're Helping

Primary Customers:

• Homeowners dealing with water damage, flooding, fire damage, mold, or other home emergencies
• Property managers calling on behalf of tenants
• Insurance adjusters coordinating claims

What They Care About:

• "Can you help me RIGHT NOW?" (Speed and urgency)
• "Will my insurance cover this?" (Cost and claims process)
• "When will someone get here?" (Arrival time and reliability)
• Feeling heard and reassured that it will get handled

Requirements

• Extremely high empathy—you need to be able to stay calm and compassionate when people are having the worst day of their life
• Comfortable navigating software and doing data entry while on calls
• Good under pressure—you're dealing with urgent, emotional situations constantly
• Clear communication skills (explaining processes, setting expectations, following up)
• Remote work setup (home office, reliable internet, quiet space for calls)
• Occasional travel to Nashville for leadership meetings