Commercial developer customer service rep job description
A commercial developer customer service rep takes calls from the tenants, buyers and property managers in the buildings the company has finished. They log warranty and punch-list requests, send each one to the sub or team that owns the fix, answer tenants' build-out questions, and follow up until the tenant agrees it's done.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, commercial building contractors · BLS, May 2025
Builders / Developers - Commercial - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Operations Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
Serve as the primary point of contact for commercial builders and developers, ensuring top-notch customer service and seamless communication. Address inquiries, provide timely updates, and manage scheduling requests to support operational efficiency and client satisfaction. Play a key role in maintaining and enhancing long-term client relationships through proactive engagement and support.
2. Essential Duties and Responsibilities
Respond promptly to inquiries from commercial clients via phone, email, and in-person communication.
Provide timely updates regarding project status, scheduling, and service delivery to commercial builders and developers.
Manage and coordinate scheduling requests to ensure optimal resource allocation and minimal disruptions.
Collaborate closely with other departments to resolve client issues and enhance service outcomes.
3. Key Tasks / Daily Activities
Engage with commercial clients daily to confirm appointment details and address any immediate concerns.
Monitor and update scheduling systems to reflect real-time status changes and service adjustments.
Proactively follow up with clients after service visits to ensure satisfaction and gather feedback.
Document client interactions and provide detailed reports to the Customer Service Manager for performance evaluation.
High School Diploma or equivalent; Associate’s or Bachelor’s degree preferred.
1-3 years of experience in customer service, preferably in commercial or home services industries.
Excellent communication and interpersonal skills with a customer-centric attitude.
Proficient in using scheduling software and customer relationship management (CRM) systems.
6. Preferred Experience
Prior experience working with commercial builders or developers and understanding their service needs.
Familiarity with construction or home services industry terminology and processes.
Experience in managing multiple client accounts simultaneously with precision.
Track record of exceeding performance and customer satisfaction metrics in past roles.
7. Physical Requirements
Ability to sit or stand for extended periods while engaging with clients and performing data entry tasks.
Occasional lifting of light materials (up to 15 lbs) for office tasks.
Navigate within standard office environments with minimal physical strain.
Occasional site visits may require walking on uneven surfaces in a safe, responsible manner.
8. Work Environment and Schedule
Typical work hours from 8:00 AM to 5:00 PM, Monday through Friday.
Some flexibility in scheduling may be required to accommodate client needs and project timelines.
Minimal travel required; occasional visits to job sites or commercial offices may be expected.
On-call duties may be required during peak periods or project emergencies.
9. Compensation and Benefits
Hourly rate ranging from $15 to $20 per hour depending on experience.
Eligibility for performance-based bonuses and commissions related to client satisfaction and scheduling efficiency.
Health, Dental, and Vision insurance benefits provided.
401(k) plan with company matching contributions.
10. Company Culture and Overview
Our company fosters an inclusive and growth-oriented culture where employees are empowered to excel and innovate.
We are passionate about delivering exceptional service to our commercial clients while investing in the professional development of our team.
Our work environment is collaborative, supportive, and built on a foundation of mutual respect and continuous improvement.
We believe in celebrating successes, learning from challenges, and driving forward as a united team.
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].
Need help filling this role? HireBus posts the ad, Iris interviews every applicant by phone before you do, and you decide who to hire. Start hiring now
A builder-developer keeps answering for its buildings after the crews leave. The callers are tenants, buyers and property managers, and most requests come down to one question: whose work was it, and is it still under warranty?
Every request starts with whose work it is
Water on a storefront floor could trace to the base building your subs built, to the tenant's own build-out, or to the tenant's equipment. Before booking anyone, the CSR checks the lease's split of landlord and tenant work and the handoff records for that space. Your sub fixes your work and the tenant's contractor fixes theirs. Sending the wrong one costs a trip and starts an argument over the bill.
A warranty end date for every building
The roof, storefront glass, rooftop units, overhead doors and paving may each carry a warranty from the sub or the maker, with its own start date and claim steps. The CSR keeps one list per building and files each claim the way that warranty asks, in writing when it says so. A leak reported a week after the roof warranty ends becomes the company's cost.
Some letters aren't service requests
In Florida, for example, an owner, including a later buyer, must serve a written notice of claim citing chapter 558 before suing over a construction defect, unless both sides agreed in writing to opt out. The one served may inspect within 30 days, may copy others it blames within 10 days, and must answer in writing within 45 days, longer for large associations. The chapter counts a developer as a contractor, so a CSR who opens one sends it to the operations manager and counsel that day. Source: Florida Statutes section 558.004: Notice and opportunity to repair.
Property managers sit between you and tenants
On buildings the company keeps, tenants may call a property manager first, in-house or hired. On buildings it sold, the buyer's manager calls. The CSR agrees with each one how requests come in, who may approve after-hours work and who tells the tenant when it's fixed, so a request doesn't get logged twice or not at all.
Build-out questions before move-in
Before a tenant opens, its architect and contractor ask about the space: where water and power are stubbed in, which drawings show the shell, whether the roof can take new equipment. The CSR finds the answer in the closeout files or sends it to the project manager. Anything the tenant wants changed goes in as a request for a priced change, never a yes on the phone.
How much commercial developer customer service reps make
The closest BLS group for commercial developer customer service reps is customer service representatives. Customer service representatives who work for commercial and industrial builders earned a median of $26.40 an hour ($54,900 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 550 of the 2,595,750 customer service representatives in that survey work for commercial building contractors.
Hourly, as the template sets it. Its bonus can ride on tenant survey scores and on warranty requests closed on time, not on how many calls get answered.
Commercial building contractors
$54,900$54,900 median Middle half $31,300–$69,110 10th–90th $18,670–$77,760
All industries
$44,770$44,770 median Middle half $36,870–$51,780 10th–90th $31,750–$63,590
$10k$20k$30k$40k$50k$60k$70k$80k$90k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Commercial building contractors
$18,670
$31,300
$54,900
$69,110
$77,760
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for commercial developers on their own. These figures cover nonresidential building construction, 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
Reads a lease's landlord and tenant work split and applies it to a service call
Writes clear, polite emails to tenants, buyers and property managers
Keeps one request log current across several buildings without dropping one
Holds firm on what the company owes without starting a fight
Gets a clear description and photos of a leak or a stuck door over the phone
Teach these on the job
Building parts and their warranties: roofs, storefronts, rooftop units, overhead doors
Your subs and which one to call for each trade
Where your closeout files, drawings and handoff photos live
Your lease forms and work letters
The warranty or punch-list module in your construction app
Tenants call, email or use a work order portal, such as Building Engines or the one in Yardi, and each request gets logged in the warranty or punch-list module of your construction app. Tell candidates which systems the job uses and how many buildings and tenants it covers.
Commercial developer customer service rep 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 · Urgent client issues
A client calls on a Saturday: water is dripping from the roof into a tenant's newly finished space. What do you do?
A strong answer: Treats it as urgent, gets the location and photos, asks them to keep people and equipment clear and protect what they can, calls the on-call superintendent right away, logs it, and calls back with an arrival time.
Behavioral · Following up after service
Tell me about a time you followed up after a service visit and found a problem the client hadn't reported.
A strong answer: Describes the follow-up, the issue found, and how it was fixed before it grew.
Use the template's numbers until a year of tenant requests shows what a normal month looks like across your buildings, then reset them.
Customer Satisfaction Rating
Short surveys to the tenant contact or property manager after each closed request, plus a yearly check-in with each building's main tenants. Keep property managers' scores apart from tenants', since they judge different things.
Response Time to Inquiries
Time from a tenant's call, email or portal request to a real reply that names the next step, taken from your log's time stamps. An automatic receipt email doesn't count.
Scheduling Accuracy
Visits by subs and the company's own crew that happen in the window the tenant was told. Count no-shows, and visits moved without telling the tenant, as misses.
Callback Resolution Rate
Requests reopened because the first fix didn't hold, out of all requests closed that month. Tag each by trade and building, so a sub with repeat misses gets a call.
Career path
Warranty or closeout clerk at a contractorFiles closeout binders and logs punch-list items.
Customer service representativeRuns warranty and tenant requests across the company's buildings.
Property managerRuns a building's tenants, budget and vendors.
Office managerRuns the company's files, permits and front office.
Other roles in a commercial builders & developers business
Does a developer need a customer service rep if a property manager handles tenants?
Often, yes. The property manager collects rent and keeps the building running, but a warranty claim lands on the builder, and here that's you. Someone has to know which sub poured the slab, which warranty covers the roof and what was on the punch list at handoff. At a smaller developer, one person can do both jobs if they have the closeout files.
How much does a commercial developer customer service rep make?
Customer service representatives who work for commercial and industrial builders earned a median of $26.40 an hour ($54,900 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $31,300 and $69,110 a year. Pay also depends on your local market, experience and overtime.
Who should a developer's customer service rep report to?
The template's daily duties send reports to a customer service manager. Few developers this size have one. Putting the job under the operations manager works well, since that person already directs the subs who do warranty work. If you hold many buildings and have a property management team, the CSR can sit there instead. Edit the template line to name the real manager.
What happens to warranties when we sell a building?
Read the sale contract. Buyers often ask for the warranties to be assigned to them at closing, and each warranty may have its own transfer steps. After that the buyer files claims, but your subs may still get the call and your name is still on the building. Keep a copy of each sold building's warranty list, and give the CSR the buyer's contact.
Why does the template mention on-call duty?
Most tenant requests can wait for business hours. A roof leak over a tenant's stock or a storefront that won't lock can't. Set an on-call turn for those, with a written list of what counts as an emergency and which sub to call for each. Where a property manager is in charge, agree who answers first at night.
How can you try out a developer's customer service rep?
Hand candidates a one-page lease excerpt that splits landlord and tenant work. Then call in as a tenant with water on the floor by the back door. Strong candidates ask where, how much and since when, check the excerpt before promising a fix, and end with a next step and a time. Then have them write the follow-up email.
Customer Service Representative in other industries
