Commercial electrical customer service rep job description
A commercial electrical customer service rep is the first voice property managers, store managers and building engineers reach. The calls are about dead circuits, partial power, failed emergency lights and new equipment to hook up. The rep sorts out what's urgent, books the visit with the details the electrician needs, and follows up until it's fixed.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, electrical contractors · BLS, May 2025
Electrical - Commercial - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
The Customer Service Rep (CSR) for Commercial Electrical is responsible for providing exceptional service to our commercial clients by addressing queries, scheduling site visits, and managing inquiries. This role ensures effective communication between clients and our field teams, contributing to a seamless service experience and operational success.
2. Essential Duties and Responsibilities
Address incoming customer queries via phone, email, and other communication channels.
Schedule site visits and coordinate appointments with commercial electrical technicians.
Maintain accurate records of client interactions and service requests.
Escalate complex issues to senior team members for prompt resolution.
3. Key Tasks / Daily Activities
Respond to customer calls and emails in a timely and courteous manner.
Manage and update appointment calendars for site visits and service calls.
Input and track customer information and service requests in the CRM system.
Follow up with clients post-visit to ensure satisfaction and gather feedback.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars.
Inbound Response Time: Average of 2 minutes per call.
Callback Percentage: <5%.
Appointment Scheduling Accuracy: 98% adherence to scheduled appointments.
5. Required Qualifications and Skills
High school diploma or equivalent; associate degree preferred.
1-2 years of customer service experience or equivalent.
Proficient in using computers, CRM software, and basic office applications.
Excellent verbal and written communication and problem-solving skills.
6. Preferred Experience
Previous experience in the commercial electrical or home services industry.
Background in a call center or customer service environment.
Familiarity with appointment scheduling and dispatch software.
Exposure to industry-specific regulations and compliance standards.
7. Physical Requirements
Ability to sit and work at a computer for prolonged periods.
Occasional lifting of items up to 15 pounds.
Minimal physical exertion required in a standard office environment.
Comfortable working in a low-noise, climate-controlled setting.
8. Work Environment and Schedule
Typical work hours: 40 hours per week.
Monday through Friday schedule with standard business hours.
Occasional overtime during peak business periods.
Potential on-call responsibilities during emergency service situations.
9. Compensation and Benefits
Salary Range: $18 - $22 per hour.
Performance-based bonuses and incentive programs.
Comprehensive Health, Dental, and Vision insurance.
401(k) plan eligibility with company match.
10. Company Culture and Overview
We are a growth-oriented company that values diversity, integrity, and excellence in service.
Our supportive environment fosters professional development and career progression.
We believe in open communication, collaboration, and innovation to drive success.
Our team is committed to making a positive impact in the communities we serve while ensuring client satisfaction.
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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What changes for a CSR at a commercial electrical contractor
The caller usually works for a business and rarely owns the building, and one problem can shut down a whole store. The CSR has to hear what's really wrong and find out who can approve the work.
Partial power can damage motors
Many stores, offices and plants run on three-phase power. If one phase drops out, from a blown fuse, a loose connection or a fault, the building gets partial power. An NIH design bulletin explains that a three-phase motor started on two phases won't start, and one that loses a phase while running draws far more current, which can damage it. So when a caller says some lights work but the rooftop units hum and won't start, the CSR books it as urgent. Source: NIH Office of Research Facilities: Single phase protection (News to Use, November 2015).
Emergency light failures come with a deadline
Fire inspections and a building's own monthly tests turn up dead exit signs and emergency lights. The Kansas State Fire Marshal, for example, says emergency lights must run for at least 90 minutes on emergency power. It also says written test records must be kept for inspection. The CSR asks for the inspection report, a count of failed units by floor or room, and the date of any second inspection. Then they book the repair ahead of it. Source: Kansas State Fire Marshal: Emergency lighting.
Tenant or landlord: who approves the work
In a strip center or an office building, a tenant may call about a dead circuit in its space. But the landlord may own the main gear and the parking lot lights. The lease decides who pays, and neither side wants the other's bill. The CSR asks who will approve the work and where the bill goes. That name goes on the booking before an electrician is sent.
New equipment starts with a nameplate photo
Restaurants, shops and small plants call to have new ovens, compressors, signs and machines wired. Before booking the estimate, the CSR has the caller send a photo of the equipment's nameplate. It lists the voltage, phase and amps. A photo of the panel schedule helps too, if one is posted. Then the estimator knows before the visit whether the space has the right power or needs a new circuit.
How much commercial electrical customer service reps make
The closest BLS group for commercial electrical customer service reps is customer service representatives. Customer service representatives who work for electrical contractors earned a median of $22.96 an hour ($47,750 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 4,280 of the 2,595,750 customer service representatives in that survey work for electrical contractors.
The template sets an hourly range, with overtime for any week over forty hours. Its bonus, if you add it, should rest on property managers' ratings and on bookings that needed no fixes.
Electrical contractors
$47,750$47,750 median Middle half $38,840–$59,820 10th–90th $35,420–$70,240
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
Electrical contractors
$35,420
$38,840
$47,750
$59,820
$70,240
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS reports residential and commercial electrical 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
Asks short, plain questions when a business calls in a hurry
Keeps straight who is the tenant, the landlord and the property manager
Fills in the panel location, access contact and approver on every booking
Closes the loop on each open call with the person who reported it
Stays courteous with a store manager who is losing sales
Teach these on the job
What partial power sounds like on the phone
Exit sign and emergency light terms, and how inspectors write them up
Reading equipment nameplates and panel schedule photos
Your trip charge, after-hours rate and who may approve extra work
The CRM fields your electricians rely on most
The template names a CRM. Here each site record should carry the address, the tenant and landlord contacts, access notes and who approves work, plus nameplate photos from past visits. Keep the utility's outage page bookmarked for outage days.
Commercial electrical customer service rep 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 · Urgent business outages
A restaurant manager calls: part of the kitchen lost power during dinner prep. What do you do?
A strong answer: Asks which equipment lost power, whether breakers tripped, any burning smell, who can authorize work and the purchase order, then routes it to dispatch as urgent.
Behavioral · Following up
Tell me about a time a business customer's problem came back after a technician had closed the work order.
A strong answer: Took it seriously, got the details and a return visit booked fast, called afterward to confirm it was really fixed, and flagged the repeat to the service manager.
Report outage calls, emergency light work and new equipment requests on separate lines. One busy outage morning can swamp a month of averages.
Customer Satisfaction Rating
Ratings from property managers and store contacts after each closed call, matched to the CSR who took the call. Look past the score for misses the CSR owns, such as a wrong approver or no update during a long repair.
Inbound Response Time
Average time to a live answer, from the phone system. Compare outage days with normal days, and check how many callers hung up before anyone picked up.
Callback Percentage
Repeat calls about a problem already on the books, divided by calls handled. Read each one: a caller who never got an arrival time is the CSR's miss, while a fix that failed goes to the electricians.
Appointment Scheduling Accuracy
Booked visits that started as planned, out of all booked. A miss is any trip where the suite was locked, the approver couldn't be found, or the nameplate details were wrong.
Career path
Supply house counter clerkSells breakers and fixtures to contractors and learns the parts.
Customer service representativeBooks service visits for stores, offices and small plants.
DispatcherMoves up to sending electricians out and planning shutdown nights.
Office managerRuns progress billing and supervises the people at the front desk.
What should a CSR tell a business that has lost power?
Ask whether the whole building is dark or only part of it, and whether the shops next door lost power too. If they did, check the utility's outage page and have the caller report it there as well. Then book the visit and give a clear arrival time. Don't send anyone into the electrical room to reset breakers or look around; that's the electrician's job.
How much does a commercial electrical customer service rep make?
Customer service representatives who work for electrical contractors earned a median of $22.96 an hour ($47,750 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $38,840 and $59,820 a year. Pay also depends on your local market, experience and overtime.
Where can I find a good commercial electrical CSR?
Try the counter staff at electrical supply houses. They already know breakers, fixtures and contractors, and they're used to busy phones. Staff from a building's maintenance office know how tenants, landlords and repair requests connect. Whoever you hire, have them spend a few days beside an electrician on service work in the first month, so the questions they ask on the phone make sense to them.
What happens after the electrician leaves?
The CSR sends the building contact a short note: what was found, what was fixed, and anything still open, such as a part on order. Property managers often forward that note to the owner or tenant, so keep it plain. Then ask for the template's rating, and save the note in the CRM so the next caller from that building gets the history.
What does the desk work look like for a commercial electrical CSR?
Most of the day is at a computer with a headset: taking calls, typing booking notes and checking the board. Carrying is limited to things like a carton of printed forms, under the 15 pounds the template lists. Post those tasks. A candidate who would work better with a standing desk or a different headset can ask, and each request deserves a real look.
Customer Service Representative in other industries
