Civil construction customer service representative job description
A civil construction customer service representative answers the public line for road, water and sewer jobs. Neighbors call about detours, blocked driveways, water shutoffs and damage, while city staff and developer clients ask where a job stands. The rep logs every call, gets answers from the field and follows up until it's closed.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, heavy and civil construction · BLS, May 2025
Civil & Infrastructure Contractors - 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 contact for client and municipal inquiries regarding civil and infrastructure projects. Provide timely and accurate project updates to stakeholders. Facilitate communication between the field operations team and external contacts to ensure project success. Contribute to overall customer satisfaction and project efficiency through proactive support.
2. Essential Duties and Responsibilities
Address client and municipal inquiries in a professional, courteous, and timely manner.
Relay project updates and critical information to stakeholders accurately.
Maintain clear communication channels with project management and operations teams.
Assist in coordinating schedules, documentation, and logistics for on-site projects.
3. Key Tasks / Daily Activities
Manage incoming calls and emails regarding project statuses and inquiries.
Update and maintain accurate records in the customer relationship management (CRM) system.
Follow up regularly with clients and municipal representatives to provide progress reports.
Collaborate with internal teams to resolve issues and share vital project information.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars.
Average Response Time to Inquiries: <2 hours.
Project Update Accuracy: 100% compliance with reporting standards.
Inquiry Resolution Rate: 95% within the first contact.
5. Required Qualifications and Skills
Bachelor’s degree in Business, Communications, or a related field.
Minimum of 2 years of customer service or support experience.
Excellent verbal and written communication skills.
Proficiency in using CRM systems and basic office software (MS Office, email platforms).
6. Preferred Experience
Experience in the civil and infrastructure or home services industry.
Previous role interfacing with municipal or governmental entities.
Familiarity with construction project management processes.
Proven track record of managing customer inquiries in a dynamic environment.
7. Physical Requirements
Ability to sit at a desk for extended periods.
Occasional lifting of documents or small office supplies (up to 15 pounds).
Prolonged use of a computer and telephone as primary communication tools.
May need to visit project sites periodically, requiring comfortable walking on varied terrain.
8. Work Environment and Schedule
Typical work hours: Monday to Friday, 8:00 AM to 5:00 PM.
Minimal travel required, primarily between office and project sites.
Fast-paced office environment with regular communication with remote teams.
Occasional on-call duties during peak project times.
9. Compensation and Benefits
Hourly rate: $18-$24 per hour, based on experience.
Performance-based bonuses available quarterly.
Comprehensive health, dental, and vision insurance.
401(k) plan with company match and additional fringe benefits.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we are committed to fostering a supportive and growth-oriented environment. Our culture centers on collaboration, innovation, and a shared focus on exceeding customer expectations. We empower our team members to develop professionally and personally, ensuring that everyone has the opportunity to level up their skills and build a rewarding career within the home services industry.
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 aren't customers. They live or work next to a job they didn't ask for, and they want to know when the water comes back, how to get the car out and who pays for the cracked walk.
Your number goes on the notice
City contracts can make the contractor warn neighbors before work starts. Galveston, Texas, for example, wants notice 72 hours to two weeks before work within 200 feet of homes or businesses. The notice says what the work is and names two company contacts on 24-hour call. The CSR can be one of those contacts, so keep each job's notice, schedule and map close at hand. Source: City of Galveston, Texas (example): Section 01015, Contractor's use of premises (revised May 2023).
Water shutoffs come with a promised time
When a crew ties in a new water main, nearby customers lose water for a while. Galveston's spec has the contractor notify them 48 hours ahead with the expected length of the outage, on the city's door hanger. If the shutoff runs long, the CSR hears about it first. Get the foreman's new estimate, call back the people who asked, and note anyone with medical or business needs before the next shutoff. Source: City of Galveston, Texas (example): Section 01015, Contractor's use of premises (revised May 2023).
Damage claims get logged, not settled
A cracked driveway, a broken sprinkler head, a car scraped by a dump truck: neighbors call to get it fixed or paid. The CSR writes down the address, what broke and which truck or crew was there, asks for pictures, and gets it to the project manager and your insurance contact the same afternoon. Promise a follow-up, never payment or blame. Some damage traces to the owner's design or a utility, and that call isn't the CSR's to make.
Driveway access is a daily question
Trenching across a driveway can strand a car or block a delivery. Galveston's spec, for one, bars closing a driveway overnight without the city's approval. The CSR collects access needs as calls come in, such as a resident who uses a wheelchair van or a shop expecting a freight truck. Then they pass each one to the foreman before the crew reaches that block. Source: City of Galveston, Texas (example): Section 01015, Contractor's use of premises (revised May 2023).
City staff and developers want status
Two callers expect more than an apology. A city's project manager or council office passes along neighbors' complaints and wants a reply it can forward. A developer's project manager wants to know when water and sewer will be ready for the builder's next phase. The CSR answers both from the same job log, checks dates with the superintendent before sending, and copies the project manager.
How much civil construction customer service representatives make
Customer service representatives who work for heavy and civil engineering contractors earned a median of $24.28 an hour ($50,510 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 1,390 of the 2,595,750 customer service representatives in that survey work for heavy and civil construction.
Paid by the hour with a quarterly bonus, per the template. The top hourly rate sits close to the median on this chart for customer service reps at heavy and civil contractors. Tie the bonus to calls closed and callers kept informed, not to call volume.
Heavy and civil construction
$50,510$50,510 median Middle half $43,370–$60,670 10th–90th $36,900–$74,950
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$80k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Heavy and civil construction
$36,900
$43,370
$50,510
$60,670
$74,950
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for civil contractors on their own. These figures cover heavy and civil engineering 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
Calms an angry neighbor and still gets the address and details right
Writes short updates a city staffer can forward as they are
Tracks open promises on several street jobs at once
Reads a job schedule and detour map well enough to answer basic questions
Knows when a call needs the field or the insurer, not a promise
Teach these on the job
Your open jobs, their limits and their phases
Each city's notice rules and door hanger format
Your claim intake steps and insurance contacts
Water, sewer and paving words callers use
Your call logging system
Expect a CRM or ticket system for the public line, a shared map of open jobs and closures, and daily reports or a job app to check progress in the field. If the company posts job updates on a web page or sends text alerts, mention it in the ad, because the CSR may be the one keeping them current.
Civil construction 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 · Handling resident concerns
A resident calls, angry that the road to their house closes tomorrow and they need to get out for an appointment. What do you do?
A strong answer: Listens, checks the traffic plan and access arrangements with the field, gives detour or access information, has the right person call back if needed, and logs it.
Behavioral · Handling volume
Tell me about a busy stretch, such as a major road closure, when calls and emails from the public piled up. How did you keep track of them?
A strong answer: A tracking system by project and location, quick first replies, callbacks by set times, and a specific example where nothing was dropped.
Civil construction customer service representative KPIs
Calls spike when a job starts or the water goes off, so track these by job as well as by month, and set targets after a full construction season.
Customer Satisfaction Rating
A short text or phone survey after a caller's issue closes, plus feedback from city staff and developer clients at job closeout. Report neighbors and clients apart.
Average Response Time to Inquiries
How long a caller waits for a real answer that names the next step, measured in the call log. Calls taken on on-call turns count too.
Project Update Accuracy
Updates to cities, developers and neighbors that matched what happened, checked against daily reports. Count wrong dates, wrong streets and promised times that slipped without a new notice.
Inquiry Resolution Rate
Share of callers, such as someone asking about a detour, who get a full answer on the first call. Damage claims and field problems handed to the right person count as routed, not missed.
Career path
Receptionist or office assistantAnswers the main line and learns the list of open jobs.
Civil construction customer service representativeRuns the public line, claim intake and status updates for every job.
Project coordinatorHandles submittals, notices and owner paperwork on one or two jobs.
Project managerTakes over a job's contract, schedule and owner relationship.
Other roles in a civil & infrastructure contractors business
Civil construction customer service representative FAQ
Should the CSR talk to reporters or post about a job online?
Not unless you've said so in writing. A water main break or a long detour can bring reporters and neighborhood posts. Give the CSR a short script: take the name and number, and pass it to whoever speaks for the company. Read the contract too, since the owner may want to speak for its own project.
How much does a civil construction customer service representative make?
Customer service representatives who work for heavy and civil engineering contractors earned a median of $24.28 an hour ($50,510 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $43,370 and $60,670 a year. Pay also depends on your local market, experience and overtime.
Can the project manager just take these calls?
On one or two jobs, yes. Once several jobs sit in neighborhoods at once, the calls pull managers away from the work and callers wait. A CSR gives every job one number and one log, and the project managers get only the calls that need them. It also leaves one person who knows every promise made to a neighbor.
Should a civil CSR speak a second language?
If your jobs run where many residents speak another language, it helps. Cities may ask for it on notices. Galveston's spec, for one, has the city weigh the neighborhood's main language and lets it require notices people can understand. A CSR who speaks that language can take the calls and check translated door hangers. List it in the ad as a skill the job uses.
Why does a civil CSR template mention varied terrain?
That line ships as written. Here it means now and then walking a torn-up street with the foreman to see a closure, a blocked driveway or a damage spot a neighbor reported. Tell applicants about how many site trips a month to expect, and describe them as tasks. Offer reasonable accommodations to anyone who asks.
How should the CSR and the superintendent work together?
Set one daily check-in, at a fixed time. The superintendent says what changes tomorrow, such as a new closure, a shutoff or a night pour. The CSR brings the calls that need the field, like a blocked driveway or a damage report. Keep it short, and log what each side promised.
Customer Service Representative in other industries
