A customer service representative answers calls, texts and web requests for a home service business, books each job with the right details, and handles billing questions and complaints. The CSR is the first person most customers talk to, so a good one turns calls the company paid for into booked work and gives the technician clear notes before the visit.
Customer Service Representative · Any home service business · Word (.docx) · No email needed.
Customer Service Representative job description template
Free to copy. Replace the highlighted fields, delete anything you don’t offer, and set your pay range before you post.
[Company name] · [City, State]
Customer Service Representative
[Full-time / part-time] · [Base pay range and pay period] · Reports to [office manager, call center manager or operations manager]
Position summary
As a customer service representative at [Company name], you'll be the first person our customers talk to. You'll answer calls, texts and web requests, book service visits and estimates with complete notes, and help with billing questions and complaints. The details you take down set up every visit our [technicians or crews] make.
What you’ll do
Answer incoming calls, texts, emails and web requests within [your response standard].
Book service visits and estimates in [scheduling or field service software] with the job type, address, access details and arrival window.
Explain our services and the prices the company has set, such as [service fees or fixed-price jobs], and tell callers when the technician will price the work on site.
Confirm upcoming appointments and tell customers about delays or changes.
Log billing questions and complaints, fix what you can, and pass the rest to [manager] with a promised callback time.
Follow up after visits and on [open estimates or plan renewals] as assigned.
Pass customer requests and job details to [dispatch or the field team] so the technician arrives ready.
A typical day
Work through voicemails, web forms and overnight messages before the phones get busy.
Answer live calls and finish each booking before taking the next one.
Call or text customers to confirm the next day's appointments.
Update customer records and job notes in [software] after every contact.
Check open complaints and callbacks so none sit longer than [time frame].
What you need
[1+] years of customer service experience by phone, or [other experience you accept].
Clear, friendly speaking and writing, including with upset callers.
Types accurate notes while listening to a customer.
Comfortable learning scheduling software and switching between several screens.
Follows set steps exactly when they apply, such as [emergency or safety call steps].
Nice to have
Experience booking calls for [your industry] or another home service business.
Experience with [your field service software] or [your phone system].
Speaks [a language many of your customers speak].
Physical requirements
Sitting at a computer and using a headset or phone for most of the shift.
[Any lifting, standing or site visits the role includes, or none].
With or without reasonable accommodation.
Schedule and work environment
Works from [office location] or [remote or hybrid setup].
Hours: [days and times], with [evening, weekend or busy-season phone coverage, if any].
Call volume rises during [your busy season or weather events].
Pay and benefits
Base pay: [range and hourly or salary basis]. Additional pay: [overtime, bonus or incentive terms, or none].
Benefits: [health, dental, vision, retirement, paid time off, and when eligibility starts].
How to apply
Apply at [application link]. Our process is [phone interview, in-person interview, and next steps]. Contact [hiring contact] if you need an accommodation during the application process.
How the customer service representative role changes by industry
Every CSR answers, books and follows up. What changes from trade to trade is what the caller is worried about, what the CSR must ask before booking, and whether the call ends in a repair, an estimate or a recurring visit. The industry blueprints below show those differences.
Gives callers service and pricing details, updates schedules as calls come in, and sends harder questions to a supervisor, with some evening or weekend shifts.
Schedules inspections with the field teams, resolves escalated service issues, and keeps the CRM current, with a little on-call duty in peak emergencies.
Explains service plans and treatments, books technicians around the customer's availability, and may cover emergencies and longer hours in peak pest season.
Schedules inspections around contractor and insurance timelines, keeps customers updated as the project moves, and works with insurance providers on claims.
Sits on the e-commerce team: tracks online orders, processes returns and refunds by policy, files carrier claims, and works with stores on pickup orders.
Track these by person and by season, since a storm week and a quiet week aren't comparable. Set targets from your own call data.
Calls answered live rather than sent to voicemail: [your target].
Booking rate, the share of service calls that become booked jobs: [your target].
Bookings with complete details, so nobody has to call the customer back: [your target].
Response time on texts, emails and web requests: [your target].
Complaints closed within [time frame]: [your target].
Customer survey score for the phone experience: [your target].
Before you hire a customer service representative
Hear them before you read them. Start with a short phone conversation, not an email exchange. You'll hear how the person sounds to a stranger and how they handle a question they didn't expect.
Test booking and notes at the same time. Play a caller with a real problem from your shop while the candidate fills in a sample booking. Then check whether the address, job type and arrival window all made it onto the form.
Say whether booking is a sales job. If you track booking rate, expect the CSR to sell maintenance plans, or pay a bonus on booked calls, put it in the ad. Some candidates want that, and others want a pure service desk.
Have the scripts ready on day one. Write down your service fees, the questions each job type needs, and what to say on safety calls such as a gas smell. Shadowing alone leaves a new CSR guessing on the calls that matter most.
When applications come in, Iris interviews applicants by phone using your requirements. Your team reviews the answers and decides who to meet.
Customer Service Representative interview questions
Two of the 10 questions in our customer service representative interview guide, and what a strong answer sounds like.
Situational · Booking the call
A caller asks what you charge just to come out. Before you can answer, they say another company quoted less. Walk me through the rest of the call.
A strong answer: Asks about the problem first, then gives your set fee plainly and what it buys, never knocks the other company, offers two specific times, and if they decline, thanks them and offers to text the details.
Behavioral · Listening and accuracy
Tell me about a time a caller described one problem, but asking a few more questions showed they needed something else.
A strong answer: Gives a specific call, the question that uncovered the real need, how it changed the booking (job type, time slot or who went), and what the notes said. Knows how the visit went.
Customer Service Representative job description FAQ
What does a customer service representative do?
In a home service business, a CSR answers calls, texts and web requests, books service visits and estimates, confirms appointments, and handles billing questions and complaints. Many also follow up after visits and keep customer records current, so the technician shows up knowing what the job is.
How much does a customer service representative make?
U.S. median pay for customer service representatives was $21.53 an hour, or $44,770 a year, in 2025, according to BLS wage data published on O*NET. That figure covers CSRs in every industry, not only home services, so compare it with local postings for similar jobs.
What skills does a customer service representative need?
A calm, clear phone voice, accurate typing while listening, and comfort with scheduling software. A CSR also needs judgment: when to follow a script word for word, and when to hand a call to a manager. Your services and prices can be taught in training.
Can a CSR call past customers to sell them something?
Yes, with limits. Under the FTC's Telemarketing Sales Rule, a live sales call to a number on the National Do Not Call Registry is allowed for 18 months after the customer's last payment, transaction or shipment, or for three months after they asked about your services. That exception doesn't cover recorded messages. The FCC has the same limits for calls within one state. Call only between 8 a.m. and 9 p.m. where the person is, stop calling anyone who asks you to, and check your state's rules, which can be stricter.
What should a customer service representative job description include?
A position summary, duties, a typical day, required and preferred qualifications, physical requirements, the schedule, pay and benefits, and how to apply. Name your phone system and scheduling software, say whether the job also sells or dispatches, and list any evening or weekend phone coverage.
Is the HireBus Role Blueprint free?
Yes. Use the template as written or edit it for your shop, and grab the Word file with no email address asked. The industry versions are free the same way.
HireBus Role Blueprints: 68 industry versions of the customer service representative job description, reviewed for publication on October 20, 2026.
Pay and outlook figures cover customer service representatives in all industries, not just home services. O*NET counts 2,666,000 customer service representatives employed in 2025 and projects employment to decline (−1% or lower) from 2025 to 2035, with about 289,500 job openings a year, on average, over that period.
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