Exterior cleaning customer service representative job description
An exterior cleaning customer service representative books house washes, roof cleanings and driveway jobs, and turns a caller's "I need it power washed" into the right service for each surface. They catch what changes a job before a crew rolls: an HOA deadline, a townhome the association maintains, or peeling paint on an older house.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, building services companies · BLS, May 2025
Exterior Cleaning - 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 requiring exterior cleaning services. Communicate effectively with customers to understand and resolve inquiries and scheduling needs. Contribute to high customer satisfaction and operational efficiency by promptly addressing client concerns. Support the company’s commitment to quality service and customer-first values.
2. Essential Duties and Responsibilities
Manage inbound and outbound communications to ensure timely scheduling of exterior cleaning jobs.
Provide clear and compassionate customer support, addressing inquiries and resolving issues.
Coordinate with field teams to optimize job assignments and ensure service quality.
Maintain accurate records and update customer information in the scheduling system.
3. Key Tasks / Daily Activities
Answer customer calls and emails to address service inquiries and schedule cleaning appointments.
Follow up with clients post-service to ensure satisfaction and gather feedback.
Collaborate with the operations team to monitor job progress and reschedule as necessary.
Utilize scheduling software to efficiently manage and update daily appointments.
Escalate complex issues to the appropriate supervisor while maintaining a positive customer outlook.
4. Key Performance Indicators (KPIs)
Average response time to customer inquiries: less than 1 hour.
Resolution rate for inquiries and issues: at least 90% within the first contact.
5. Required Qualifications and Skills
High School Diploma or equivalent.
Minimum of 1-2 years of experience in customer service, preferably in the home services industry.
Strong verbal and written communication skills.
Proficiency with scheduling and CRM software.
Excellent problem-solving abilities and attention to detail.
6. Preferred Experience
Experience in the exterior cleaning or related home services industry.
Familiarity with field service operations and customer relationship management.
Background in handling high-volume customer interactions.
Prior experience working in a fast-paced, multi-tasking environment.
7. Physical Requirements
Ability to remain seated for long periods while engaging in customer communication.
Occasional lifting of documents, brochures, or light equipment (up to 15 lbs).
Comfort working in a standard office setting with moderate ambient noise.
Visual and auditory requirements sufficient to accurately manage computer-based tasks.
8. Work Environment and Schedule
Typical work hours: Monday to Friday, 8:00 AM – 5:00 PM.
Flexibility to adjust schedule during peak service periods as needed.
Minimal travel required within the local area for team meetings or training sessions.
Occasional overtime during high-demand periods.
9. Compensation and Benefits
Hourly wage range: $15 - $20 per hour, depending on experience.
Performance-based bonuses available.
Comprehensive health, dental, and vision benefits.
401(k) plan with company match.
Additional fringe benefits such as paid time off and professional development opportunities.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we foster a culture of innovation, teamwork, and continuous improvement.
We are dedicated to supporting our employees’ growth and providing the tools necessary for success.
Our team collaborates in an environment that values open communication and respect.
We strive to exceed customer expectations through excellence in service and a commitment to quality.
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
What changes on the phones at an exterior cleaning company
Callers know how they want the house to look when it's done, not what to ask for. The CSR's questions decide which crew goes, what it brings, and whether the job should be booked at all.
Every caller asks for power washing
Homeowners use one word for everything outside. The CSR finds out what's really being cleaned: vinyl, stucco, brick or painted wood siding; a shingle, metal or tile roof; a concrete driveway; a wood or composite deck. Each answer changes the method, the crew and the price. Ask how many stories, and whether the gutters or fence should come along, before giving a number.
Older paint can change the booking
EPA's lead rule requires firms whose paid work disturbs lead-based paint in pre-1978 homes to be EPA- or state-certified. EPA also says pressure washing on such a job must be contained like any other renovation work, with debris and wash water kept inside the work area. So when a caller mentions peeling or flaking paint, the CSR gets the home's age and sends the job to a manager before quoting. Source: EPA: How do RRP requirements apply to pressure washing?.
Deadline calls come with a letter
Some calls start with a notice. An HOA letter about mildew on the siding or a stained driveway often names a date to fix it by. A seller wants the house clean before the listing photos. The CSR asks for the date, books ahead of it with room for a rain delay, and flags it on the job so nobody moves that stop without a call.
Townhomes and rentals: who owns the outside?
In some townhome and condo communities, the association maintains the roofs and siding, not the owner who called. Renters call too. Before booking a roof or a full house wash, the CSR asks who is responsible for the outside and who approves the work, then puts that person's name and number on the job. Otherwise a crew can wash a wall the caller had no right to order.
How much exterior cleaning customer service representatives make
Customer service representatives who work for building and home services companies earned a median of $20.25 an hour ($42,130 a year) in May 2025, according to the Bureau of Labor Statistics. That’s below the $44,770 median for customer service representatives in all industries. About 12,680 of the 2,595,750 customer service representatives in that survey work for building services companies.
Hourly wages and a performance bonus come with the template. Pay the bonus on jobs that ran as booked, with no surprises at the door, rather than on calls answered, which rewards speed over care.
Building services companies
$42,130$42,130 median Middle half $36,770–$47,500 10th–90th $33,810–$57,320
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
Building services companies
$33,810
$36,770
$42,130
$47,500
$57,320
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for exterior cleaning companies on their own. These figures cover services to buildings and dwellings, 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
Pins down the surface, the stories and any add-ons before giving a price
Leaves notes a crew can use in the driveway, such as gate codes, pets and deadlines
Holds a price politely when a caller mentions a cheaper quote
Stays calm with an upset neighbor or customer and writes down the facts
Keeps up with calls, texts and web requests at once in spring
Teach these on the job
Your price list for houses, roofs, flatwork, decks and gutters
Siding, roofing and decking materials, and which ones you won't wash
Which jobs go to a manager before quoting
What customers hear when rain moves their wash
Your booking software and street view lookups
Expect a scheduling and CRM system, Housecall Pro or Jobber for example, plus a map with street view to check stories, siding and driveway size while the caller is still on the line. A CSR who can read a street view photo for those details will quote faster and miss less.
Exterior cleaning 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 · Chemical safety questions
A customer asks whether the soft-wash chemicals are safe for their dog and vegetable garden. What do you say?
A strong answer: Explains honestly what the crew uses and how they protect plants and pets, asks them to keep pets inside during the job, and offers to have the lead call if they want more detail.
Behavioral · Complaint handling
Tell me about a time you handled a customer who was angry about damage. What did you do?
A strong answer: Listened, documented, didn't argue, explained next steps and followed through.
Exterior cleaning customer service representative KPIs
Phones run quiet in winter and swamped from the first warm week, so look at each number month by month. A CSR's January results say little about how they'll handle April.
Average response time to customer inquiries
Pull the gap between each incoming call, text, email or web form and the first real reply. A missed call returned the next morning counts at its full length. Report weekend web quote requests apart, since the longest waits tend to hide there.
Customer Satisfaction Rating
In your own follow-up, ask whether the booking matched the visit: the right service, the quoted price, the crew arriving when promised. Those answers belong to the CSR; the wash itself belongs to the crew.
On-time scheduling accuracy
Of the jobs booked this month, how many ran on the date and in the window the CSR gave the customer? A rain delay doesn't count against it. A missed HOA deadline, two crews booked for one slot, or a wrong date does.
Resolution rate for inquiries and issues
Questions and requests closed on the first contact, without a callback or a manager. Track damage and quality complaints apart, since the CSR logs and passes those on rather than settling them.
Career path
Receptionist or call center agentLearns to field calls quickly and log what each caller said.
Customer Service RepresentativeBooks house, roof and flatwork jobs and catches the details that change them.
DispatcherMoves from the phones to the board, matching jobs to crews and rigs.
Office managerRuns the office behind the phones, from billing to permits.
Exterior cleaning customer service representative FAQ
A neighbor calls about overspray. What should the CSR do?
Treat it like a customer complaint, even though the caller isn't a customer. Take their name, address and what happened, ask for photos of the car, window or plants, and note which job and crew were next door. Make no promise of payment, and don't say whose fault it was. Send it to the general manager the same day, and tell the neighbor when they'll hear back.
How much does an exterior cleaning customer service representative make?
Customer service representatives who work for building and home services companies earned a median of $20.25 an hour ($42,130 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $36,770 and $47,500 a year. Pay also depends on your local market, experience and overtime.
How does a CSR answer a caller holding a cheaper quote?
Don't run the other company down. Explain what your price covers: the method for each surface, how plants and outlets are protected, your insurance, and what happens if something goes wrong. Many callers have compared only a number. If they still want the lower price, thank them and leave the door open. Price exceptions belong to a manager, not the phones.
When should the CSR follow up after a job?
It depends on the service. A house wash or driveway can be checked the next day, once the customer has seen it dry. Roof customers often judge the result over the following weeks, so a second check-in then catches real concerns before they turn into a review. Log what each customer says, so the crew hears about it too.
Does a CSR need perfect eyesight and hearing?
No. The template's lines, "Ability to remain seated for long periods while engaging in customer communication" and "Visual and auditory requirements sufficient to accurately manage computer-based tasks," describe the work: taking calls on a headset, reading the schedule and street view photos on screen, and typing notes while listening. Describe that work in the ad. People can often do them with an accommodation, such as a standing desk, an amplified headset or screen reader software.
Customer Service Representative in other industries
