Waterproofing customer service representative job description
A waterproofing customer service representative picks up when homeowners find water in the basement, and books inspections for the in-home inspectors. They sort warranty customers from new ones, keep up when rain fills the phone lines, and handle agents racing a home sale's closing date.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, building finishing contractors · BLS, May 2025
Basement Waterproofing - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Customer Service
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
The CSR in Basement Waterproofing is a key member of our team, ensuring the smooth flow of operations by answering client calls, scheduling visits, and handling basic inquiries. This role directly contributes to our company's reputation for excellent customer service.
2. Essential Duties and Responsibilities
Promptly answer all incoming client calls in a friendly and professional manner.
Schedule visits for clients with our technical team for basement waterproofing services.
Resolve basic client inquiries, providing accurate information, and escalating complex issues as necessary.
Maintain records of customer interactions and transactions.
3. Key Tasks / Daily Activities
Answering and directing phone calls.
Maintaining a record of client appointments and visits.
Addressing client concerns and providing solutions where possible.
Collaborating with the technical team to ensure service efficiency.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars
Number of Calls Handled per day: >50
Issue Resolution Efficiency: >85%
Appointment Scheduling Accuracy: 100%
5. Required Qualifications and Skills
High School Diploma or equivalent.
Minimum of 1 year of experience in a customer service role.
Excellent communication and interpersonal skills.
Proficiency in using CRM software and Microsoft Office Suite.
6. Preferred Experience
Experience in a customer service role within the home services or construction industry is preferred.
7. Physical Requirements
This is primarily a desk job, and may require sitting for extended periods.
8. Work Environment and Schedule
Typical work hours are 9:00 AM to 5:00 PM, Monday to Friday. Some weekend or evening shifts may be required during peak periods.
9. Compensation and Benefits
The salary range for this position is $35,000 to $45,000 per annum, based on experience. Benefits include Health, Dental, Vision, and 401k.
10. Company Culture and Overview
Our company prides itself on a culture of growth, inclusivity, and customer-centricity. We believe in investing in our employees, providing them with opportunities to learn, grow, and succeed. We are dedicated to delivering top-notch services that exceed customer expectations.
11. How to Apply
If you meet the above criteria and want to be part of a growth-oriented company focused on customer satisfaction, please send your resume to [INSERT EMAIL HERE] or apply online at [INSERT WEBSITE LINK HERE].
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Most callers are looking at a wet floor, a damp wall or a pump that won't stop running. Some are past customers, some are buying or selling the house, and on a rainy day they all call at once.
Safety first when the water is deep
A caller with water near outlets, cords or the furnace shouldn't go down to look. One state's handout, as an example: Vermont's fire safety office says to turn off the power before entering a flooded basement, but only if the breaker or fuse box can be reached safely. Anyone who smells gas should leave and call emergency services and the utility. Put advice like that in the CSR's script word for word, then book the visit. Source: Vermont Division of Fire Safety: Staying safe after a flood.
Questions that help the inspector
Where does the water come in: the joint where the wall meets the floor, a crack, a window well? Only after heavy rain, during snowmelt, or all the time? Is there a sump pump, and is it running? Is the basement finished? Sewage or a burst pipe is a plumber's call, not yours. The answers go in the notes, so the inspector arrives with the right tools and enough time.
Booking a visit that can turn into a sale
An inspection only pays off if the person who can sign is there. The CSR confirms the caller owns the home, asks who else decides, and books a time when they can all attend, if your inspectors work that way. A renter gets a polite referral to the landlord. Confirm the visit by text the day before.
Look up the address before booking
Before booking anything, the CSR searches the CRM for the address. If the house already has one of your systems, the call becomes a service ticket under the rules your managers set. A new owner may be calling about a system the last owner bought, so check whether the warranty was transferred. If water shows up on a wall the system doesn't cover, book service and flag it for sales.
Rainy days and closing dates
After a downpour, calls can stack up faster than anyone can answer. Get the address, what's wrong and a good phone number before anything else, and return every voicemail that day. Agents also call with a home inspection report and a deadline. Ask for the report, the closing date, who has access, and whether the buyer or seller is calling, then book by the rules your general manager sets.
How much waterproofing customer service representatives make
Customer service representatives who work for building finishing contractors earned a median of $22.33 an hour ($46,450 a year) in May 2025, according to the Bureau of Labor Statistics. That’s above the $44,770 median for customer service representatives in all industries. About 3,960 of the 2,595,750 customer service representatives in that survey work for building finishing contractors.
Written as a yearly salary with benefits. Some companies pay CSRs by the hour instead, with overtime on rain-surge days, and a few pay extra for inspections that go ahead with the homeowner there.
Building finishing contractors
$46,450$46,450 median Middle half $39,500–$53,930 10th–90th $35,360–$63,300
All industries
$44,770$44,770 median Middle half $36,870–$51,780 10th–90th $31,750–$63,590
$20k$30k$40k$50k$60k$70k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Building finishing contractors
$35,360
$39,500
$46,450
$53,930
$63,300
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for waterproofing contractors on their own. These figures cover building finishing contractors, which include them. Post a real range for your market in the ad.
The pay line in the template above is an example from our Role Blueprint. Set yours from these figures and what local companies pay.
Skills to hire for, and what you can teach
Hire for these
Talks a worried homeowner through the safety script before booking
Works through every intake question, even on the busiest rainy morning
Leaves notes that tell the inspector where the water comes in and when
Checks the CRM for a past job before booking anything
Handles real estate agents firmly and politely when they push for today
When a call is a sales visit, a warranty ticket or not your work at all
Your warranty terms and how transfers show in the CRM
Your booking calendar, territories and text reminders
How home sale deadlines and inspection reports work
CSRs book visits in the company's CRM (LeadPerfection and MarketSharp are two), next to the phone system and a texting tool for reminders. Ask candidates if they've set appointments for salespeople before, and in which software.
Waterproofing customer service representative interview questions
Two of the 6 questions we'd ask, and what a strong answer sounds like. Ask every candidate the same questions, and rate each answer on your own before you compare notes.
Situational · Calming emergency callers
A caller is panicking because water is coming into their basement right now. What do you say?
A strong answer: Stays calm, tells them to stay out of standing water and not touch outlets or appliances, to shut off power only if they can reach the panel without stepping in water, to move valuables, and gets the earliest help scheduled.
Behavioral · Managing call surges
Tell me about a time you handled a rush of urgent calls at once, like during a big storm.
A strong answer: Describes a clear method for sorting and returning calls, staying accurate and keeping callers informed.
Waterproofing customer service representative KPIs
Pull these from the phone system and the CRM each Friday. Inspectors' notes on missed or wasted visits are the best check on the booking numbers.
Customer Satisfaction Rating
Ask in the follow-up text how the call and booking went, and tie each answer to the CSR who booked it. When a score is low, look first at callbacks and the booked time.
Number of Calls Handled per day
Answered calls plus returned voicemails per CSR per day, from the phone system. Compare rainy days with dry ones, but never by cutting notes short.
Issue Resolution Efficiency
Calls that close the matter, with no repeat call from that address on the same problem. Tag warranty, billing and scheduling calls so you can see which kind keeps coming back.
Appointment Scheduling Accuracy
Inspections that went ahead at the booked time, at the right address, with good notes and the owner home, out of all booked. Inspectors mark each miss and its cause on the appointment.
Career path
Receptionist or call center agentPicks up phone and calendar habits at a front desk anywhere.
Customer service representativeBooks inspections, sorts service calls and handles agents.
Rehash specialistCalls back homeowners who had an inspection but didn't buy.
Office managerLeads the phone team, contracts, permits and billing.
Should a waterproofing CSR tell callers what the fix will cost?
No. Nobody knows the price until the inspector has looked: how many walls leak, whether a pump is needed, the depth of the slab. Tell callers the inspection is free if it is, about how long it takes, and that they'll get a written price at the visit. Give that same answer every time, so no caller hears a number the inspector can't match.
How much does a waterproofing customer service representative make?
Customer service representatives who work for building finishing contractors earned a median of $22.33 an hour ($46,450 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $39,500 and $53,930 a year. Pay also depends on your local market, experience and overtime.
What if a restoration company is already drying the basement?
Book the inspection, and ask when the drying crew expects to finish, so the inspector sees the walls and floor before anything is rebuilt. Note the restoration company's name and any claim number. If the caller asks whether insurance will pay for waterproofing, say the inspector leaves a written scope they can share with their insurer.
How do you train a waterproofing CSR?
Have them sit in on a few inspections and one install in the first month, so they've seen a sump pit and a cove joint. Then practice the calls new CSRs get wrong: a caller in ankle-deep water, a warranty customer about to be booked as a sale, an agent with a two-day deadline. The safety script comes on day one, before prices or the calendar.
Does a waterproofing CSR work weekends?
Sometimes. The template lists some weekend or evening shifts in busy periods. Heavy rain on a Saturday brings calls, and booking those homeowners before they reach a competitor matters. Tell candidates how weekend shifts are scheduled, rotated and paid.
Customer Service Representative in other industries
