Excavation customer service representative job description
An excavation customer service representative answers builders, developers and landowners, books site visits, and tells each caller where their dig or grading job stands. They gather the lot details an estimator needs, spot questions about wetlands or burning that need an expert, and log every promise the field makes.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, other specialty trade contractors · BLS, May 2025
Excavation & Site Work - 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 in the excavation and site work industry by addressing inquiries and scheduling site visits. Ensure seamless communication between clients and field teams to provide up-to-date project information and enhancements. Contribute to a proactive customer service approach that drives client satisfaction and operational efficiency. Support the overall mission of the company by upholding high standards of service and attention to detail.
2. Essential Duties and Responsibilities
Address client queries promptly and professionally.
Schedule and coordinate site visits for both prospective and existing clients.
Provide accurate and timely project updates to clients and internal teams.
Maintain detailed records of customer interactions, feedback, and follow-up actions.
3. Key Tasks / Daily Activities
Respond to inbound calls and emails from clients regarding project details and site work inquiries.
Collaborate with field and project teams to confirm and update scheduled site visits.
Update project status in the CRM system and share progress reports with clients.
Document and escalate any customer concerns to ensure swift resolution.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars.
Callback Response Rate: <5% within the first contact.
Site Visit Scheduling Efficiency: 95% on-time confirmation rate.
Average Inquiry Response Time: <1 hour.
5. Required Qualifications and Skills
High School Diploma or equivalent; Bachelor’s degree preferred.
Minimum of 2 years customer service experience, preferably in the home services or related industries.
Strong verbal and written communication skills with a customer-centric attitude.
Proficiency with scheduling software and CRM systems.
6. Preferred Experience
Experience in excavation, construction, or home services sectors.
Familiarity with coordinating on-site operations and project management practices.
Previous experience in a busy customer service role where multitasking was essential.
Exposure to operational roles that require direct customer interaction and conflict resolution.
7. Physical Requirements
Ability to sit or stand for extended periods while managing computer-based tasks.
Capable of handling light lifting of materials (up to 10 lbs) related to documentation needs.
Occasional exposure to outdoor environments during site visits.
Sufficient mobility to move between office and field locations.
8. Work Environment and Schedule
Standard work hours: Monday through Friday, 8 AM to 5 PM.
Occasional overtime or weekend availability during peak project periods.
Work conducted in both an office setting and on-site environments.
Minimal travel required between the office and project sites.
9. Compensation and Benefits
Hourly rate range: $18 - $25 based on experience.
Eligibility for performance-based bonus opportunities.
Comprehensive Health, Dental, and Vision Insurance coverage.
401(k) plan with company match and additional fringe benefits such as paid time off.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we foster a collaborative and growth-oriented environment where everyone’s ideas are valued.
We emphasize team integrity, innovation, and customer satisfaction as key elements of our culture.
Our supportive atmosphere encourages professional development and continuous learning.
We are committed to empowering our employees to thrive and drive the success of our clients and projects.
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
Builders call about lots, developers about phases, and landowners about a driveway, a pond or a wooded acre they want cleared. Each call needs different facts before anyone sends a machine or an estimator.
A landowner's first call
Before booking a site visit for a house pad, driveway or drainage fix, get the address and any survey or site plan the owner has, and ask whether the house corners are staked. Ask how a loaded trailer would reach the spot: low wires, a soft lawn, a tight gate or a culvert at the road. Ask where the septic, well and any lines the owner put in run, so the estimator walks the lot prepared.
Wet ground can mean a federal permit
Callers often want a soggy low spot filled or a pond dug. Under the Clean Water Act, putting dredged or fill material into waters of the United States, which can include wetlands, needs a permit first unless the work is exempt. The Army Corps of Engineers, or an approved state or tribal program, handles those permits. So the CSR never tells a caller a wet area is fine to fill, and passes the call to the estimator to look into. Source: EPA: Permit program under Clean Water Act Section 404 (updated February 2026).
Brush piles and burn permits
Land clearing callers may ask whether the crew can burn the brush. In New Hampshire, for example, burning any material needs a written permit from the town's forest fire warden, unless the ground is covered with snow or the warden is there. The CSR doesn't promise a burn. They note what the owner wants done with brush, stumps and logs, and the estimator prices chipping, haul-off or a permitted burn. Source: New Hampshire RSA 227-L:17: Fire permits (example state).
Builder lots come with a checklist
A superintendent calls to say a lot is ready to dig, or that the walls are ready for backfill. The CSR writes down which lot and which stage, then runs through the questions the operations manager wrote down. Are the corners staked and the permit posted? Has the foundation passed its inspection, and is it braced or framed over? A crew sent to a lot that isn't ready loses a day and a trailer move.
How much excavation 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 with a bonus, per the template. Its starting rate is below what three in four reps on this page's BLS chart earn, and its top rate lands just under the chart's upper quarter. A rep who already knows builders and site work will want the upper half. Base the bonus on site visits confirmed on time and callers who never had to call twice.
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 excavation 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 lot's address, access and stage right on the first call
Knows when a question about wetlands, burning or property lines needs an expert
Logs each site visit and promise before taking the next call
Keeps a builder's superintendent posted without being chased
Stays patient with a landowner whose job moved for rain
Teach these on the job
Site work terms: pad, cut, fill, backfill, final grade, culvert
How each builder numbers lots and names stages
Your CRM, site visit calendar and texting tool
What your company does with brush, stumps and logs
Which estimator covers which kinds of work
Many site work offices book through a CRM with a shared estimator calendar and a text line, so callers can send photos, plot plans and surveys. If the CSR also places lots on the crew board, say so, since many companies keep that with the dispatcher.
Excavation 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 job inquiry
A homeowner calls wanting a pool dug next week and asks if you can just come dig. Walk me through the call.
A strong answer: Collects the address, scope and access for equipment, explains that permits and utility locates come first, books an estimator visit, and gives an honest idea of lead time.
Behavioral · Delivering bad news
Tell me about a time you had to explain a charge or delay a customer didn't expect, like an extra haul-off or a permit hold-up.
A strong answer: Got the facts from the project manager first, explained in plain words why it happened, pointed to the contract or paperwork, offered a call with the manager, and followed up when promised.
Builders and landowners call at different paces and want different things, so report the two groups on separate lines and give it a season before targets are locked.
Customer Satisfaction Rating
A short survey after each landowner job, plus a quarterly check-in with each builder's superintendent. Read the two apart: builders judge the office on speed, landowners on being kept informed.
Callback Response Rate
Count repeat calls about the same lot or question that came in because the first contact missed something. Tag each one: a missing answer, a promised call that never came, or wrong details.
Site Visit Scheduling Efficiency
Site visits confirmed with both the caller and the estimator by the agreed time, out of all booked. When one moves, log whether rain, the estimator or the office moved it.
Average Inquiry Response Time
Minutes until a caller, by phone, text or the website, hears what happens next and when, from phone and CRM logs. Check the first morning after a rain-out on its own.
Career path
Rental counter or front deskAnswers contractors' calls and learns the names of machines and jobs.
Excavation customer service representativeBooks site visits, takes builder lot calls and flags permit questions.
DispatcherMoves from booking the visit to sending the crew and machine.
Sales representativeWalks land with owners and builders and prices the dirt work.
A caller asks where their property line is. What should the CSR do?
Nothing that sounds like an answer. Ask whether the owner has a recent survey with the corner pins found or set, and note it for the estimator. If nobody knows where the line runs, the owner should have a surveyor mark it before machines clear or grade near it. Guessing on the phone can leave a neighbor's trees on the ground.
How much does an excavation 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.
Should the CSR quote a price over the phone?
Rarely. Dirt work turns on things nobody can see from a phone call: soil, rock, water, how much fill comes in or goes out, and how far it travels. If the general manager has set ranges for simple jobs, such as a gravel driveway, the CSR can share the range and still book the visit. Everything else waits for the estimator's walk.
What do the template's mobility and outdoor lines mean for a CSR?
Think of the trips the desk makes: plans dropped at a builder's site trailer, a walk across a graded pad or a new driveway with the estimator, and a few minutes in the cold or heat on each visit. Keep the template's wording, and list those trips in the posting next to it, along with whom to contact about an accommodation.
Can a landowner watch while the machines work?
Yes, from a safe spot the operator knows about. The CSR tells owners before the start date to keep children, pets and cars well clear, to stay out of reach of a turning machine, and to wave to the operator and wait for the bucket to stop before walking up. Ask them to call the office with questions rather than flagging down a machine.
Customer Service Representative in other industries
