Carpet cleaning customer service representative job description
A carpet cleaning customer service representative books cleanings for homes and businesses, quotes by the room or by the square foot, and offers add-ons like protector or deodorizer honestly. They tell customers how to get ready and what to expect while carpet dries, and send water damage calls straight to the emergency line.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, building services companies · BLS, May 2025
Carpet Cleaning / Floor Care - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
The Customer Service Representative is the first line of contact for our customers. This role is crucial in maintaining customer satisfaction and loyalty by addressing their needs and concerns regarding our carpet cleaning and floor care services.
2. Essential Duties and Responsibilities
Handle inbound customer calls and inquiries regarding services.
Schedule services according to customer preferences and company availability.
Resolve customer complaints, providing appropriate solutions and alternatives.
Follow communication procedures, guidelines, and policies to maintain consistent service.
3. Key Tasks / Daily Activities
Answering customer queries regarding our carpet cleaning and floor care services.
Booking appointments for services.
Escalating serious issues or complaints to the Customer Service Manager.
Tracking customer interactions and transactions, recording details of inquiries, complaints, and actions taken.
4. Key Performance Indicators (KPIs)
Average call answer time: <30 seconds.
Customer Satisfaction Rating: >4.8 stars.
Number of appointments scheduled: >20 per day.
Customer complaint resolution: >95% resolved at first contact.
5. Required Qualifications and Skills
High school diploma or equivalent.
Minimum of 1 year in a customer service role.
Excellent communication and problem-solving skills.
Proficiency in using computer software and CRM systems.
6. Preferred Experience
Previous experience in a home services industry.
Familiarity with carpet cleaning and floor care services.
7. Physical Requirements
Sedentary role with minimal physical demands.
Capable of working in a typical office environment.
8. Work Environment and Schedule
Typical work hours: Monday to Friday, 9 am - 5 pm.
No travel or on-call duties required.
9. Compensation and Benefits
Hourly rate: $15 - $20 per hour, depending on experience.
Health, Dental, and Vision benefits.
401k retirement plan.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we believe in creating a strong, supportive community that fosters growth and success. We pride ourselves on our commitment to customer satisfaction, and we strive to provide the best possible service. We believe that every member of our team plays a crucial role in achieving this goal, and we invest in their professional development to help them succeed.
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
Most callers want a price before anything else, and many have heard of a cheap room price that turned into a big bill. A CSR who quotes clearly and sells honestly books the job and keeps the customer.
A room has to mean something
Carpet is priced per room or per square foot, and sofas and rugs per piece. If you price by the room, the CSR says what a room is: the size limit, whether halls and stairs count, and how a big open living area is counted. They ask about rooms, stairs, pet accidents and the last cleaning, and put it on the booking, so the price at the door matches the phone quote.
The advertised price has to be real
Under the FTC's bait advertising guides, an ad's offer has to be a real attempt to sell the thing advertised. Signs of a bait scheme include talking customers out of it, running it down, and paying staff in a way that discourages selling it. So when a caller asks for the basic clean in your ad, the CSR books it as advertised. Add-ons are offered, never required. Source: 16 CFR Part 238: FTC Guides Against Bait Advertising (eCFR).
Add-ons, described honestly
Protector and deodorizer are fair to offer when they fit the home. Give CSRs one plain line on each, taken from the product's label or maker, and have them stick to it. Nobody should call protector stain-proof or promise that a deodorizer will fix urine that soaked into the pad. The CSR says what each one does and doesn't do, gives the price, and lets the customer decide.
Getting ready and drying out
Before the van arrives, the CSR tells customers what to do: pick up small items, move breakables off furniture, save a parking spot near the door, and leave an outside faucet free if your machine uses one. Drying time depends on the job, so the CSR doesn't promise one. The tech gives an estimate on site. Customers should leave furniture blocks in place until the carpet is dry.
Water in the house goes to the emergency line
A caller with a soaked basement or a burst pipe isn't booking a cleaning. The CSR asks whether the water has stopped, where it came from, and how many rooms are wet. Then they transfer the call to the emergency line or on-call manager right away, with notes. Note whether it sounds like clean supply water, a sewer backup or outside flooding, so the manager knows what a van is heading into.
How much carpet cleaning customer service representatives make
Customer service representatives who work for building and home services companies earned a median of $20.25 an hour ($42,130 a year) in May 2025, according to the Bureau of Labor Statistics. That’s below the $44,770 median for customer service representatives in all industries. About 12,680 of the 2,595,750 customer service representatives in that survey work for building services companies.
Hourly, as the template lists. When a bonus rewards add-ons booked, pay it on what customers kept after the job, not on what was promised over the phone.
Building services companies
$42,130$42,130 median Middle half $36,770–$47,500 10th–90th $33,810–$57,320
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 services companies
$33,810
$36,770
$42,130
$47,500
$57,320
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for carpet cleaning companies on their own. These figures cover services to buildings and dwellings, 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
Gives a clear price on the first call and writes down what it covers
Offers add-ons without pressure, and takes no for an answer
Sizes a job by asking about rooms, stairs, pets and furniture
Spots a water emergency in the first few sentences of a call
Writes notes a tech can read and use in the driveway
Teach these on the job
Your price list, room size rule and minimum charge
What protector, deodorizer and pet treatments do
Carpet, tile and upholstery basics, including fabric cleaning codes
Your prep and drying instructions
Your booking software and the emergency transfer steps
CSRs book in your scheduling software, often with an online booking page and texted reminders, and use a phone system that can transfer to the on-call line. Put the price list, room size rule and minimum charge on the screen they quote from, so callers get one price no matter who picks up.
Carpet cleaning 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 · Honest phone quotes
A caller wants to know exactly what it will cost to clean their whole house before anyone sees it. What do you do?
A strong answer: Asks about rooms, sizes, stairs, stains, pets and furniture, gives a price or range based on the price list, and explains what could change it so there are no surprises on site.
Behavioral · Explaining fees
Tell me about a time you had to explain a fee or price change to an unhappy customer, such as a pet-treatment or heavy-soil charge.
A strong answer: Stayed calm, explained what the extra work involves and why it costs more, offered options, and kept the customer.
Carpet cleaning customer service representative KPIs
Look at several weeks of your own phone and booking data before setting targets. A Monday after a holiday and a slow Thursday aren't the same day.
Average call answer time
Seconds from first ring to a person, from your phone reports, split by hour of the day. Monday mornings and the weeks before holidays show whether staffing fits.
Customer Satisfaction Rating
Survey scores and comments about the booking itself: was the quote right, the prep advice clear and the arrival time kept. Leave cleaning results to the tech's numbers.
Number of appointments scheduled
Each CSR's daily bookings in the scheduling software, read next to the price changes techs made at the door. A high count with many surprises isn't a win.
Customer complaint resolution
Complaint calls settled on the first contact, out of all complaint calls, tracked in your software. A booked re-clean counts as settled; damage claims go to the office manager instead.
Career path
Customer service representativeBooks jobs, quotes prices and handles complaint calls.
Carpet cleaning customer service representative FAQ
How much should a carpet cleaning CSR say about price on the phone?
Enough that the bill at the door holds no surprises. After the call, text or email the quote: the rooms it covers, the minimum charge and any add-on the caller asked about. Say the tech walks the job before starting and confirms the price, and that nothing extra is done without the customer's okay. A written quote also settles most price disputes before they start.
How much does a carpet cleaning customer service representative make?
Customer service representatives who work for building and home services companies earned a median of $20.25 an hour ($42,130 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $36,770 and $47,500 a year. Pay also depends on your local market, experience and overtime.
What should a CSR say when a caller asks if pet urine will come out?
The honest answer is "maybe." Ask how old the accidents are, how many spots there are, and whether the smell gets worse on warm or damp days. Fresh spots can clean up. Old ones may have soaked the pad or changed the carpet's color. Book the pet treatment as an option the tech confirms on site, and note it so nobody promises a result.
Can a CSR book upholstery cleaning over the phone?
Yes. Ask what the piece is made of, if the customer knows, and ask them to check the tag under a cushion for a cleaning code. A missing tag or a code that rules out water may change the method or the price, so the tech tests before cleaning and confirms. Note any pets, stains or past cleanings on the booking.
What should a CSR ask when booking a commercial carpet job?
Square footage or a floor plan, the carpet type, the hours the space is empty, who lets the tech in, where the van can park, and how many floors up the work is. Also ask who signs off on the work and where the invoice goes, including any purchase order number.
Customer Service Representative in other industries
