Facility management customer service rep job description
A facility management customer service rep runs the service desk for the buildings the company cleans and maintains. Tenants, apartment residents and property managers call or write in. The rep books each request to the right building and unit, keeps the caller posted until it's done, and sends anything the landlord must decide to the property manager.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, facilities support services · BLS, May 2025
Facility Management - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Facility Management
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
The Customer Service Rep is a pivotal role in ensuring exceptional tenant and client support within the facility management domain. This position directly contributes to smooth facility operations by efficiently addressing inquiries, scheduling service requests, and providing timely updates. The role emphasizes proactive communication and problem-solving to enhance overall customer satisfaction.
2. Essential Duties and Responsibilities
Handle inbound inquiries from tenants and clients via phone, email, and in-person interactions.
Schedule and coordinate facility maintenance and related service requests.
Provide prompt and accurate updates regarding service statuses and facility operations.
Document service requests and follow up on resolutions while escalating complex issues to the Facility Manager.
3. Key Tasks / Daily Activities
Answer and manage incoming calls and emails with professionalism and courtesy.
Schedule maintenance visits and coordinate with service providers for timely completions.
Update clients on the status of their service requests throughout the day.
Maintain accurate records in the facility management system and report daily activity outcomes.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars.
First Call Resolution Rate: >90%.
Service Request Completion Time: <24 hours.
Callback Rate: <5%.
5. Required Qualifications and Skills
High school diploma or equivalent required.
Minimum of 1-2 years of customer service experience, preferably in a facility management environment.
Excellent verbal and written communication skills.
Proficiency with basic computer software and scheduling systems.
6. Preferred Experience
Prior experience in facility or property management customer service.
Familiarity with maintenance coordination and service dispatch operations.
Demonstrated ability to manage multiple client interactions in a fast-paced environment.
Experience working with facility management systems and protocols.
7. Physical Requirements
Ability to remain seated for extended periods while performing computer-based tasks.
Occasional light lifting (up to 15 lbs) for administrative materials.
Work is primarily conducted in an office setting.
Minimal physical exertion is required on a day-to-day basis.
8. Work Environment and Schedule
Standard work hours typically from 8:00 AM to 5:00 PM.
Occasional extended hours during peak periods may be required.
Primarily office-based with occasional travel between facility sites.
Limited on-call duties may be expected to support urgent client needs.
9. Compensation and Benefits
Hourly rate range: $15 - $20 per hour.
Opportunity for performance-based bonuses.
Comprehensive Health, Dental, and Vision coverage.
401k plan eligibility.
Additional benefits include paid time off and employee discount programs.
10. Company Culture and Overview
A dynamic and supportive work environment that fosters both personal and professional growth.
A culture built on innovation, inclusion, and teamwork.
Commitment to continuous learning and development through regular training and mentorship programs.
An organization that values open communication and recognizes employee contributions.
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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Who calls a facility service desk, and what they need
The callers live or work in buildings your company doesn't own: office tenants, store managers, apartment residents and the property managers who hired you. The rep books the work, but the landlord's rules decide when, where and who pays.
A resident's request can be a fair housing request
A resident may ask for a change because of a disability, such as a visit time that fits a medical schedule or a text in place of a knock. Under the federal fair housing rule, no one may refuse a reasonable accommodation in rules, practices or services that a person with a disability may need for an equal chance to use and enjoy their home. The rep doesn't decide. Write the request in the resident's words and send it to the property manager that day. Source: eCFR: 24 CFR 100.204, reasonable accommodations (Fair Housing Act).
Going into a home takes notice
Inside an apartment, state landlord law sets the terms. In Oklahoma, for example, the landlord must give a resident at least one day's notice before entering, except in an emergency or when notice isn't practical, and may enter only at reasonable times. The same law lets the landlord's agents and employees in for repairs, so treat your technicians as covered. Book routine in-unit work far enough out for notice to go, and log the notice date. A leak through a ceiling is an emergency call. Source: Example state: Oklahoma Statutes, title 41, section 128 (landlord entry), via OSCN.
Too warm, too cold, or after hours
Expect a steady run of calls from office tenants whose suite feels too warm or too cold. Ask which suite and room, whether the whole floor feels it, and what the thermostat shows, so the tech knows if it's one office or a whole zone. Check the building's set hours for heat and air, too. If a tenant wants the system running on a Saturday and the lease bills for that, the property manager approves it before anyone changes the schedule.
Not every call is a work order
Tenants and residents call the number on your service sticker about all sorts of things: a noisy neighbor, a towed car, rent, a missing package. The rep logs the call, says plainly that the property manager handles it, and passes it on with the caller's name and number. Promising a fix, taking sides or quoting the lease isn't your company's job. The property manager will hear about the call either way.
How much facility management customer service reps make
The closest BLS group for facility management customer service reps is customer service representatives. Customer service representatives who work for facilities support companies earned a median of $21.16 an hour ($44,020 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 2,010 of the 2,595,750 customer service representatives in that survey work for facilities support services.
Hourly pay, and a bonus when results are good. In BLS's survey, more than half of the reps at facilities support companies earned above the template's top rate, and its bottom rate sits below what their lowest-paid tenth earned. Check local ads before you post the range.
Facilities support services
$44,020$44,020 median Middle half $39,070–$48,930 10th–90th $35,670–$60,020
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
Facilities support services
$35,670
$39,070
$44,020
$48,930
$60,020
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
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
Takes a request from an upset tenant and gets the building, unit and access details right
Tells a resident's emergency from a routine repair within a few questions
Keeps notes to residents friendly and notes to property managers short and factual
Turns down out-of-scope asks politely and hands them to the property manager
Notes a disability-related request without asking about the disability itself
Teach these on the job
Each client's contract scope and the names allowed to approve extras
Entry notice rules for the apartment communities you serve
Your CMMS and each client's request portal
How night calls pass from your answering service to the on-call tech
Your steps for passing accommodation requests to the property manager
Apartment residents often send requests through the property's resident app, office tenants through the building's tenant portal, and property managers still call and email. Unless those systems feed your CMMS, every ticket gets typed in twice, so hire for clean, quick data entry across several screens.
Facility management 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 · Emergency requests
A tenant calls: water is dripping through the ceiling onto computers. What do you do?
A strong answer: Treats it as an emergency, gets the exact location, asks them to move or cover equipment if safe, dispatches the on-call tech right away, notifies the property manager, logs it and follows up.
Behavioral · Calming upset callers
Tell me about a time you calmed an upset caller, such as an angry property manager, and still got the details a technician needed.
A strong answer: Let them talk, acknowledged the problem, asked specific questions (exact location, since when, who's affected), repeated it back, gave a realistic next step and logged it clearly.
Look at three months of tickets by client before you set targets, because an apartment client may send far more requests per building than an office client.
Customer Satisfaction Rating
A one-question text survey to whoever placed the request when it closes, plus each property manager's monthly rating. Read the two apart, since a happy resident and an unhappy owner can describe the same week.
First Call Resolution Rate
Contacts handled in one touch: a visit booked with complete details, a status answer given, or the caller sent to the right person. Check a weekly sample to confirm each quick close was right, since a fast wrong answer comes back later.
Service Request Completion Time
Hours from a request's entry to its work order closing, from CMMS time stamps. Report requests waiting on a vendor, a part, a resident's notice period or a property manager's approval on separate lines.
Callback Rate
Requests where the tenant or property manager had to contact the desk again about the same problem, out of all requests. Read it by building: a site with many repeats usually has people who aren't getting updates.
Career path
Leasing or front desk associateLearns residents, units and how a property logs requests.
Customer service representativeBooks and tracks requests for every client building.
DispatcherAssigns technicians, porters and vendors to the requests the desk books.
Office managerLeads the service desk and keeps contracts and vendor papers in order.
What should a facility CSR tell a tenant, and what goes only to the property manager?
Each request has a caller and a client. The tenant wants to know when someone is coming and whether to be home. The property manager wants to know what it will cost and whether the contract covers it. Send each one the update they need. Keep prices, quotes and vendor names between your company and the property manager unless the client says otherwise.
How much does a facility management customer service rep make?
Customer service representatives who work for facilities support companies earned a median of $21.16 an hour ($44,020 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $39,070 and $48,930 a year. Pay also depends on your local market, experience and overtime.
What if a resident won't let the technician in?
Don't argue, and don't send the tech in anyway. Note what the resident said, offer another time, and tell the property manager, who deals with the resident under the lease and state law. If the problem reaches other homes, such as water running into the unit below, say so in the note. Then the manager can treat it as an emergency.
What should a facility CSR get on every request?
The building, the unit or suite, and the exact spot: which floor, which restroom, which side of the lot. Ask whether it affects one person or many, such as one sink or a whole floor without water. Get a callback number, pets or alarms in the unit, the best time to enter, and a photo when the caller can send one.
Does a facility CSR ever work at a client's building?
Sometimes. A large apartment community or office campus may want a rep at its on-site service desk on set days, and the template allows travel between sites. That changes the work: residents walking up to the counter, keys and packages, and the property manager down the hall. On office days the rep mostly takes calls and types tickets, which is what the template's seated-work line describes. Say in the ad which days are on site.
Customer Service Representative in other industries
