Drywall customer service representative job description
A drywall customer service representative books estimates for patches, water-damage repairs and remodels, and answers builder superintendents who want to know where each house stands. They sort plaster jobs from drywall jobs on the first call and keep every lot's status current.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, drywall and insulation contractors · BLS, May 2025
Annual pay: 10th percentile $37,130, middle half $47,750 to $61,930, 90th percentile $66,170. Source: BLS Occupational Employment and Wage Statistics, May 2025.
Reports to
Office Manager
Department
Operations
Schedule
Mon to Fri, 8 to 5, some on-call · Monday to Friday, 8 a.m. to 5 p.m., with overtime in busy building periods and on-call turns for urgent client calls
Drywall & Plaster - 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 clients interested in drywall and plaster services, ensuring timely and accurate scheduling of estimates and addressing all inquiries. Contribute to a streamlined project management process by updating statuses and supporting field teams with essential customer information. Enhance customer satisfaction and reinforce the company’s reputation for quality service and reliability.
2. Essential Duties and Responsibilities
Schedule and coordinate client estimates for drywall and plaster projects accurately and efficiently.
Address client inquiries via phone, email, and in-person interactions in a courteous and professional manner.
Update and maintain project statuses in our management system to ensure accurate and current data.
Provide exceptional after-service support to ensure complete customer satisfaction.
3. Key Tasks / Daily Activities
Respond to incoming customer calls and emails regarding service inquiries and scheduling.
Confirm and schedule appointments for estimates with clients and coordinate with field teams.
Update project statuses and communicate progress to clients and management.
Follow up with clients post-appointment to ensure their services meet or exceed expectations.
4. Key Performance Indicators (KPIs)
Estimate Scheduling Accuracy: 98% or higher.
Customer Satisfaction Rating: >4.8 stars.
Response Time to Inquiries: Less than 2 hours on average.
Project Status Update Accuracy: 100% alignment with actual progress.
5. Required Qualifications and Skills
High School Diploma or equivalent; some college coursework preferred.
1-2 years of customer service experience, preferably within a technical or home services environment.
Proficient in using scheduling software and Microsoft Office applications.
Strong communication and interpersonal skills, with a friendly and professional demeanor.
6. Preferred Experience
Experience in the home services, construction, or building maintenance industries.
Prior work experience with drywall and plaster services or related technical fields.
Familiarity with project management and customer relationship management (CRM) software.
Proven track record in managing customer inquiries and delivering high-quality service.
7. Physical Requirements
Ability to sit or stand for extended periods.
Must occasionally lift items up to 15 lbs such as files or small equipment.
Comfortable working in a standard office environment, with occasional visits to job sites.
Frequent use of computer and telephone throughout the workday.
8. Work Environment and Schedule
Typical work hours are Monday-Friday, 8:00 AM to 5:00 PM.
May require occasional overtime during peak seasons or high-demand periods.
Minimal travel required between office and client sites.
On-call duties as needed to accommodate client scheduling and urgent inquiries.
9. Compensation and Benefits
Hourly rate range: $15 - $20 per hour, based on experience.
Potential for performance-based bonuses.
Health, Dental, and Vision insurance coverage.
401(k) plan with company match and additional fringe benefits such as paid time off and professional development opportunities.
10. Company Culture and Overview
Our company fosters a collaborative and inclusive work environment where every team member is valued.
We are committed to continuous improvement, professional growth, and excellence in service delivery.
Our culture emphasizes transparent communication, innovation, and a supportive atmosphere for employees to thrive.
Join us and be a part of a dynamic team that is passionate about making a difference 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
Two kinds of callers fill the day. Builders' superintendents want to know where a house stands, and homeowners want a hole, a crack or a water stain fixed. Each needs different questions.
Superintendents ask where each lot stands
A superintendent calling about lot 42 wants one answer: stocked, hung, taped, finished, textured or ready for paint. The CSR reads it off the status board and gives the date of the next step, or passes the question to the dispatcher with the lot number. A wrong answer can send painters to a house that isn't sanded, so the board gets updated each time a crew reports, not in one batch before closing.
A leak repair waits for a dry wall
Callers with a water stain often want it patched this week. The CSR first asks whether the leak is fixed, and who dried the wall and when. EPA says to dry water-damaged areas within 24 to 48 hours so mold can't get started, and warns that mold can hide on the back side of drywall. If the caller mentions a musty smell or visible mold, the call goes to the estimator before anyone promises a repair date. Source: EPA: A brief guide to mold, moisture and your home.
Plaster or drywall decides who goes
Ask the home's age and whether the wall sounds hollow or solid when knocked. A hole that shows wood strips or metal mesh behind it means plaster on lath. Plaster repairs go to whoever on staff does plaster, so they may book further out. Older homes also get flagged for the lead paint and old ceiling texture checks before the estimate.
Photos let the estimator price a patch
For small repairs, the CSR asks the caller to text a few photos: the damage with a tape measure in the shot, a close-up of the wall or ceiling texture, and the whole room. Smooth, orange peel, knockdown and hand-troweled finishes each take a different approach to match. Note the ceiling height and what furniture sits near the wall. Clear photos can save the estimator a trip on simple jobs.
How much drywall customer service representatives make
Customer service representatives who work for drywall and insulation contractors earned a median of $25.41 an hour ($52,840 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 190 of the 2,595,750 customer service representatives in that survey work for drywall and insulation contractors.
Hourly, with a chance at performance bonuses, per the template. BLS figures show at least three in four CSRs at drywall and insulation contractors earning more than the template's top rate, so look at local postings first. A bonus for lot statuses that were right the first time rewards the work superintendents notice.
Drywall and insulation contractors
$52,840$52,840 median Middle half $47,750–$61,930 10th–90th $37,130–$66,170
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
Drywall and insulation contractors
$37,130
$47,750
$52,840
$61,930
$66,170
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS reports drywall and insulation contractors together. 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
Reads a status board quickly and answers a superintendent in one call
Asks about the leak, drying and the house's age before booking a repair
Tells smooth, orange peel and knockdown textures apart in a photo
Keeps estimate calendars and lot statuses current as crews report
Stays calm with a homeowner whose ceiling is sagging after a leak
Teach these on the job
Drywall and plaster words: tape, bead, skim coat, veneer, lath
Each builder's communities and who supervises each one
Which jobs go to the plaster crew
Your photo request text and estimate checklist
Your scheduling software and status board
The CSR works between the scheduling or CRM software where estimates are booked, the lot status board the crews update, and a texting tool that lets homeowners send photos. Give the CSR read access to the dispatcher's board too, so a status answer never waits on the dispatcher finishing a call.
Drywall 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 · Water-damaged ceilings
A homeowner calls about a water-stained, sagging ceiling after a leak. Walk me through the call.
A strong answer: Asks if the leak is fixed, tells them to keep people away from a sagging ceiling, suggests fixing the leak first, and books a visit without diagnosing.
Behavioral · Repair complaints
Tell me about a time a customer called upset that a patch still showed after paint or the texture didn't match.
A strong answer: Listened, got photos, didn't blame the crew or promise a free redo on the spot, booked the supervisor to look, and called back when promised.
Count builder calls and homeowner calls apart. A few new communities can flood the line with status questions while repair calls stay flat.
Estimate Scheduling Accuracy
Out of each month's booked estimates, count the visits that went as booked: the right estimator for plaster or drywall, the right address and time, and photos in hand. Estimators give the reason for every miss.
Customer Satisfaction Rating
Homeowners rate the repair or remodel visit. For builders, ask each superintendent once a quarter whether the status answers they got were fast and right.
Response Time to Inquiries
Measure the gap from each new message to a useful reply, using phone and CRM time stamps. Look closest at messages that land while the CSR is already on a call, since that's when replies slip.
Project Status Update Accuracy
Log each stage the CSR gives a superintendent or homeowner. Each week, check a sample of those answers against what the field supervisor saw on site, and count any answer that was wrong when it was given.
Career path
ReceptionistAnswers phones for a contractor, home builder or property manager.
Customer service representativeBooks repair estimates and keeps builders' lot statuses current.
DispatcherSends hanging, taping and finishing crews to each lot.
Office managerRuns billing, job files and the office team.
Decide your answer and say it on the first call, since a homeowner may assume the price includes paint. Tell them whether your crews prime and paint, or stop at a surface ready for paint, and whether matching texture costs extra. If you don't paint, give the name of a painter you trust and say how long the patch should dry first.
How much does a drywall customer service representative make?
Customer service representatives who work for drywall and insulation contractors earned a median of $25.41 an hour ($52,840 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $47,750 and $61,930 a year. Pay also depends on your local market, experience and overtime.
A buyer in a new home calls about nail pops. Who books the visit?
Check which builder built the house and whether it's still under that builder's warranty. If it is, log the call and ask the buyer to send the request to the builder too, since a builder may want repairs to go through its own warranty team. Book the visit once the builder's work order arrives, under the process the general manager agreed with that builder.
Can a CSR book a popcorn ceiling removal?
Book an estimate, not the removal. Older textured ceilings get sampled and tested before anyone scrapes them, under the operations manager's process, so ask the year built and tell the caller that testing comes first and can add days. Don't guess what's in the ceiling, and don't quote a removal price on the phone.
A caller says insurance is paying for the repair. What should the CSR ask?
Write down the insurer, the claim number and how to reach the adjuster, and ask whether the adjuster has already seen the damage. Ask whether the homeowner wants the estimate sent to the adjuster, and note their okay in writing. Don't guess what the policy covers or promise how billing will work. Pass payment questions to the office manager.
Customer Service Representative in other industries
