Concrete customer service representative job description
A concrete customer service representative books in-home estimates for driveways, patios, walls and steps, and tells homeowners what to expect after the pour. When weather pushes a pour, they call each homeowner with the new date and keep estimators, crews and the dispatcher on one calendar.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, structure and exterior contractors · BLS, May 2025
Concrete & Masonry - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
Serve as the primary point of contact for customers, handling inquiries, scheduling estimates, and addressing client concerns to ensure a positive service experience. Support the concrete and masonry operations by coordinating appointments and facilitating communication between clients and field teams. Contribute to overall customer satisfaction and operational efficiency through proactive and professional service.
2. Essential Duties and Responsibilities
Field incoming customer calls and manage inquiries regarding concrete and masonry services.
Schedule on-site estimates and coordinate appointments with field technicians.
Address and resolve client concerns in a timely and empathetic manner.
Maintain accurate records of customer interactions, appointments, and follow-ups.
3. Key Tasks / Daily Activities
Answer and route customer calls professionally.
Confirm and schedule appointments for estimates and service visits.
Update customer information and appointment details in the scheduling system.
Follow up with clients post-service to ensure satisfaction.
4. Key Performance Indicators (KPIs)
First Call Resolution Rate: Achieve a resolution rate of at least 90%.
Appointment Scheduling Accuracy: Maintain a 95% accuracy rate in bookings.
Customer Satisfaction Rating: Ensure average ratings exceed 4.8 stars.
Callback Percentage: Keep callbacks below 5%.
5. Required Qualifications and Skills
High School diploma or equivalent; Associate’s degree preferred.
1-2 years of customer service experience, preferably within home services or related field.
Strong communication skills, both verbal and written.
Proficiency with scheduling software and basic computer applications.
6. Preferred Experience
Experience working in the home services or construction industry.
Prior exposure to concrete and masonry service environments.
Background in a fast-paced call center or customer support role.
Experience managing service appointments and coordination with field teams.
7. Physical Requirements
Ability to sit or stand for extended periods while handling calls.
Occasional light lifting of office supplies or documents up to 15 pounds.
Work in a standard office environment with minimal exposure to extreme conditions.
Adequate vision and hearing to perform computer-based tasks and communicate via telephone.
8. Work Environment and Schedule
Monday through Friday work schedule with standard business hours.
Occasional need for extended hours during peak service periods.
Minimal travel required, primarily within the local service area.
Occasional on-call duties as needed during busy periods.
9. Compensation and Benefits
Hourly rate range of $15 – $20 per hour, based on experience.
Eligibility for performance-based bonuses and commissions.
Comprehensive health, dental, and vision insurance.
Access to 401(k) plan with company match.
Additional benefits such as paid time off and professional development opportunities.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we pride ourselves on a supportive and engaging work environment where employee growth is encouraged.
Our team-focused culture values collaboration, continuous learning, and mutual respect.
We are dedicated to delivering excellence in the concrete and masonry industry, providing exceptional service to our customers and fostering long-term relationships.
Join us and become a part of a dynamic team that continually sets industry standards while helping you advance your career.
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
Callers want a driveway, a patio or a wall, and then they want to know when they can use it. Weather moves pours, so one customer may hear from the CSR three or four times.
Booking an estimate that can be priced
Ask what the job is, about how big, and whether old concrete or pavers come out first. Ask which finish they want, such as broom, stamped or colored, and whether walls or steps are part of it. Have the caller text a few photos, including the path a truck would take. Note whether the driveway meets a city sidewalk or street, since that part can need a permit.
The wait after the pour
NRMCA says curing starts right after finishing and typically runs three to seven days, and that concrete gains strength more slowly in cool weather. The CSR gives every homeowner your company's written wait times for walking on it, parking a car and bringing in heavy trucks, plus the reason: the slab is still gaining strength. Give the same answer every time, and add days in cold weeks when the operations manager says to. Source: NRMCA Concrete in Practice 11: Curing in-place concrete.
Care for the first winter
NRMCA advises against deicing chemicals on new concrete in its first winter and suggests clean sand for traction. It warns never to use ammonium sulfate, ammonium nitrate or magnesium-based salts, and to hose off salt that cars drag onto driveways when the weather allows. The CSR sends that advice in writing after the pour and again before the first snow, so a fall customer doesn't learn it in March. Source: NRMCA Concrete in Practice 2: Scaling concrete surfaces.
Weather calls go out in order
When the operations manager calls off a pour, the CSR works the list right away: homeowners whose pours moved, then estimates that need a new time. Each homeowner hears the reason, the new date from the dispatcher's board, and what stays as it is, such as forms left standing and cars kept off the site. Each call gets logged so the lead knows the customer was told.
How much concrete customer service representatives make
Customer service representatives who work for foundation, structure, and building exterior contractors earned a median of $22.86 an hour ($47,540 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 2,010 of the 2,595,750 customer service representatives in that survey work for structure and exterior contractors.
The template pays by the hour and allows a bonus or commission. Its top rate is below the median wage in this page's BLS chart, so experienced reps will ask for the top. A bonus here can follow estimates that turned into signed jobs, or weather weeks where every moved pour was called the same day.
Structure and exterior contractors
$47,540$47,540 median Middle half $39,850–$56,430 10th–90th $35,830–$72,280
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
Structure and exterior contractors
$35,830
$39,850
$47,540
$56,430
$72,280
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for concrete and masonry contractors on their own. These figures cover foundation, structure and building exterior 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
Asks the size, tear-out and finish questions an estimator needs
Explains wait times and winter care the same way on every call
Works through a list of moved pours quickly and logs each call
Keeps estimate and pour calendars straight when dates move
Stays polite when a homeowner wants a date the weather won't allow
Teach these on the job
Concrete words: broom finish, stamped, control joint, apron, footing
Your service area and which towns ask for permits
Your written care sheet and wait times
Your CRM, calendar and texting tool
Which calls go to the dispatcher, the estimator or the general manager
CSRs book in a CRM or field service app with an estimate calendar, such as Jobber or JobNimbus, with a phone line and text messaging so homeowners can send photos and get reminders. A rep who has rebooked a week of outdoor work after a storm will pick up your rain days quickly.
Concrete 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 · Taking a quote request
A caller wants a price for a new patio over the phone. Walk me through the call.
A strong answer: Asks about size, location, truck access, old concrete to remove, finish type and timing, explains that an estimator needs to see it, and books a visit.
Behavioral · Calming frustrated callers
Tell me about a time you turned around a caller who was angry that a crew or estimator didn't show when promised.
A strong answer: Listened without interrupting, apologized for the miss, found out the real reason from dispatch, gave a firm new time, and called back when promised.
Rain weeks and the spring rush move these numbers more than the rep does. Compare each month with that month a year earlier.
First Call Resolution Rate
Out of all calls, the share where the homeowner didn't need to call again that week about the same thing. Tag estimate, reschedule, care and billing calls, so the repeat callers show a pattern.
Appointment Scheduling Accuracy
Estimates that happened at the booked time and address with photos and notes complete, out of all booked. Estimators note in the calendar why any visit went wrong.
Customer Satisfaction Rating
Homeowner ratings and reviews about booking, rescheduled pours and the care advice they got. Read each low score next to the notes from that customer's calls.
Callback Percentage
Repeat calls or extra trips caused by an office miss, such as a wrong address, a date the board didn't have, or care advice that didn't match the written sheet.
Career path
Scheduling coordinator at a contractorBooks visits and learns the trade's words.
Customer service representativeBooks estimates, makes weather calls and explains care after the pour.
DispatcherMoves from homeowner calls to plant orders, pumps and dig notices.
Office managerRuns builder lot files, billing and the phone team.
Thank them, ask for photos and the job address, and log it for the general manager, who owns what the company says about cracks and what the warranty covers. Don't call it normal or promise a repair on the phone. Tell the caller when they'll hear back, and make sure they do.
How much does a concrete customer service representative make?
Customer service representatives who work for foundation, structure, and building exterior contractors earned a median of $22.86 an hour ($47,540 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $39,850 and $56,430 a year. Pay also depends on your local market, experience and overtime.
Does the CSR handle builder calls?
Mostly as a relay. Builder superintendents want start dates, pour times and fixes on a lot, and those answers belong to the dispatcher and project manager. The CSR takes the lot number and the question, sends it to the right person and confirms it was picked up, so a builder never waits on a voicemail.
What does a concrete CSR do in winter?
Book spring work. When homeowners call in winter to plan a driveway or patio, put the estimate on the calendar as usual. Tell callers that spring pour dates follow the weather and the operations manager's schedule, and keep a list by town so the dispatcher can plan the first warm weeks. Calls about scaling or cracks on last year's work go to the general manager's log.
What does the template's on-call line mean for a CSR?
In busy months, pours start early and weather calls can come at dawn or on a Saturday. Set a rotation so one person answers on those mornings, with the day's board and a short script for moved pours. Tell candidates in the interview how often their turn comes and how on-call time is paid.
Customer Service Representative in other industries
