Demolition customer service representative job description
A demolition customer service representative answers homeowners, contractors and property managers who need something torn out or torn down. They collect what an estimator needs, explain what must happen before a start date, and keep each customer posted until the crew leaves.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, other specialty trade contractors · BLS, May 2025
Annual pay: 10th percentile $35,150, middle half $41,790 to $52,470, 90th percentile $63,430. Source: BLS Occupational Employment and Wage Statistics, May 2025.
Reports to
Office Manager
Department
Operations
Schedule
Weekdays 8:30 to 5, some on-call · Weekday office hours, overtime in peak periods, on-call turns for urgent schedule changes, and occasional site visits
Serve as the primary point of contact for customers in the demolition segment, ensuring prompt and effective communication from inquiry to service delivery. Facilitate scheduling, updates, and resolution of customer concerns to support operational efficiency and customer satisfaction. Directly contribute to the company’s reputation for quality service and reliability in the home services industry.
2. Essential Duties and Responsibilities
Answer customer inquiries regarding demolition projects with professionalism and clarity.
Schedule service appointments and coordinate with field teams to ensure timely service delivery.
Update customers on the progress of their scheduled demolition services and handle any service-related issues.
Keep accurate records of customer interactions and service updates in the company system.
3. Key Tasks / Daily Activities
Respond to customer calls and emails in a courteous and efficient manner.
Coordinate and confirm demolition service schedules with both customers and field technicians.
Track project milestones and proactively communicate progress status to customers.
Follow up with clients post-service to ensure satisfaction and gather feedback.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars.
Service Scheduling Accuracy: 98% or better.
Customer Response Time: Under 2 minutes on initial contact.
Callback Percentage: <5%.
5. Required Qualifications and Skills
High school diploma or equivalent; some college coursework preferred.
1-2 years of customer service experience, preferably within the home services or demolition industry.
Excellent verbal and written communication skills with strong problem-solving abilities.
Proficient in using basic computer software and customer management systems.
6. Preferred Experience
Prior experience in the demolition or construction industry.
Familiarity with scheduling software and CRM systems in a fast-paced environment.
Experience handling customer inquiries for technical or specialized service offerings.
Demonstrated history of maintaining high customer service standards.
7. Physical Requirements
Ability to sit for extended periods while handling phone calls and computer work.
Occasional requirement to lift or move lightweight materials (up to 20 lbs).
Exposure to office environments with standard lighting, temperature, and noise levels.
Frequent use of telephone and computer equipment.
8. Work Environment and Schedule
Typical work hours: 8:30 AM to 5:00 PM, Monday through Friday.
Occasional overtime may be required during peak demolition project periods.
Minimal travel required within the local area for occasional site visits.
On-call duties as needed to support urgent customer inquiries or schedule adjustments.
9. Compensation and Benefits
Hourly rate: $16.00 - $22.00 per hour based on experience.
Performance-based bonus opportunities available quarterly.
Health, Dental, and Vision insurance provided.
401(k) plan with company match and other fringe benefits available.
10. Company Culture and Overview
We are a growth-oriented company with a dynamic, collaborative culture that empowers employees to excel.
Our team values integrity, innovation, and customer-focused excellence, offering opportunities for professional development and upward mobility.
We embrace diversity, foster mutual respect, and celebrate individual contributions that drive our collective success.
Join us on our journey to continually redefine excellence in 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].
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
One caller wants a kitchen gutted, the next wants a house gone, and the third is a general contractor with a bid due Friday. Few of them know what has to happen before a crew can start.
A house teardown waits on the utilities
Some cities won't issue a demolition permit until the utilities are off. South Bend, Indiana, for example, wants proof that electric, gas and water service, or the well and septic, are disconnected, filed with the permit application. The CSR tells homeowners to call their utilities as soon as they book, since the start date waits on those letters. Source: City of South Bend and St. Joseph County, Indiana (example): Demolition permit application (2026).
A state notice can lock the start date
In Indiana, demolitions covered by the state's asbestos rules need written notice to the state environment agency. Work may not begin on any date except the one on the most recent notice, and a changed start date goes in on a new form. So when a customer asks to move a teardown up a week, the CSR checks with the project manager before saying yes, and explains why if the answer is no. Source: Indiana Department of Environmental Management (example): Asbestos notification requirements.
Contractor calls start with a bid date
General contractors call with drawings, a scope and a bid due date. The CSR logs the due date, the site walk time and the scope. That might be a full gut to the deck, selective removal around finishes that stay, or slab and footings out. Then they get the drawings and any asbestos survey to the estimator that day. A missed site walk can cost the company the bid.
Size, age and access make a quote possible
Before booking an estimate, the CSR asks for the address, the year built, the number of stories, whether there's a basement, and how close the next building stands. A shared wall, overhead wires or a narrow alley can change the machine and the price, so the CSR asks about each. A commercial caller also gets asked whether tenants or other floors stay open during the work.
How much demolition customer service representatives make
Customer service representatives who work for other specialty trade contractors earned a median of $21.90 an hour ($45,550 a year) in May 2025, according to the Bureau of Labor Statistics. That’s about the same as the $44,770 median for customer service representatives in all industries. About 880 of the 2,595,750 customer service representatives in that survey work for other specialty trade contractors.
Hourly pay with a bonus each quarter, as the template sets it. BLS puts the typical customer service rep at other specialty trade contractors right around its top rate, while its starting rate falls below nearly all of them. Base the bonus on estimates booked with full details and start dates that held, not on how many calls came in.
Other specialty trade contractors
$45,550$45,550 median Middle half $41,790–$52,470 10th–90th $35,150–$63,430
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
Other specialty trade contractors
$35,150
$41,790
$45,550
$52,470
$63,430
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for demolition contractors on their own. These figures cover other specialty trade 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
Gets a building's age, stories and neighbors out of a caller who hasn't seen the plans
Walks a homeowner through permit and utility steps without jargon
Never lets a contractor's bid date or site walk slip off the estimator's calendar
Writes job notes a crew lead can use without a follow-up call
Stays calm with a caller upset about dust, noise or a delay
Teach these on the job
Demolition terms: strip-out, gut to the studs, selective demo, slab removal
Your permit offices and the utilities that serve your area
How bid invitations reach you, by email or a bidding site
The general contractors who invite you to bid most often
What your crews can save for a customer and what goes to scrap
Bid invitations arrive by email and through bidding sites such as BuildingConnected, while homeowners call or fill out a web form, so the CSR keeps a bid calendar beside the CRM. Tell applicants whether bid intake is part of the job, since it is different work from homeowner calls.
Demolition 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 new request
A homeowner calls wanting an old shed and deck torn down this week. Walk me through the call.
A strong answer: Asks size and materials, access, whether power runs to the shed, when it was built, and where a dumpster can go, explains that permits and checks may be needed, and books an estimate.
Behavioral · Ongoing updates
Tell me about a time you kept a customer updated while their project kept changing, like a start date that moved for permits or testing.
A strong answer: Set a regular update rhythm, gave honest news with the reason and the new date, and kept notes current so anyone could answer the customer.
Report homeowner and contractor numbers on separate lines. A contractor with a bid due tomorrow and a homeowner planning next spring's teardown expect very different speeds.
Customer Satisfaction Rating
Ask homeowners for a star rating once the lot is cleared. General contractors rarely fill out surveys, so ask their project manager two questions at closeout and note whether they invite you to bid again.
Service Scheduling Accuracy
Start dates and estimate visits that happened as the office promised, out of all it promised. When one moved, log whether a utility letter, a permit, a notice date or the office caused it.
Customer Response Time
Seconds until a live voice answers, from phone system reports, plus minutes until web forms and texts get a first reply. Look at bid-day mornings on their own.
Callback Percentage
Customers who called back because nobody told them something first, such as a missing utility letter, a notice date that moved the start, or a crew that won't come Saturday. Each is a call the office should have made.
Career path
Front desk at a dumpster or hauling companyBooks roll-off drops and learns how debris jobs are priced.
Customer service representativeBooks estimates, explains start steps and keeps customers posted.
DispatcherTakes over the daily board of crews, machines and trucks.
Office managerOwns permits, asbestos waste records, lien dates and billing.
Can a homeowner keep things from the house before it comes down?
Usually, if they ask before the crew starts. The CSR lists each item with a photo and has the owner take personal belongings out first. Some materials, such as copper pipe or steel beams, may already count as salvage in the price, so check the contract before agreeing. Anything the owner wants saved should be out of the building, or clearly tagged, before the first machine arrives.
How much does a demolition customer service representative make?
Customer service representatives who work for other specialty trade contractors earned a median of $21.90 an hour ($45,550 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $41,790 and $52,470 a year. Pay also depends on your local market, experience and overtime.
Which after-hours calls should reach the on-call rep?
Write the list down. Some need an answer that night: a general contractor whose site isn't ready for tomorrow's crew, a client whose building was damaged overnight, or a start that slipped after a failed inspection. Questions about prices, new estimates and billing can wait for morning. Give the on-call rep the next day's board and the project managers' numbers.
Does a demolition CSR need to know about asbestos?
Enough to ask the right questions, not to answer them. The CSR asks when the building went up, whether an asbestos inspection has been done, and whether the owner has the report. They never tell a caller that a material is safe. Questions about testing, removal and state notices go to the project manager.
How can you test a demolition CSR on bid intake?
Play a voicemail from a general contractor: a bid due Thursday, a site walk Tuesday at 7, drawings on a link, and a question about whether you handle asbestos. Have the candidate log it, put the walk on the estimator's calendar and draft the reply. Strong ones confirm the walk time in writing and pass the asbestos question to the project manager rather than answering it.
Customer Service Representative in other industries
