Fence company customer service representative job description
A fence company customer service representative fields the first call about a new fence and sets up the estimate with the yard facts the estimator needs. They explain the paint and flags that appear before digging, plan with pool and dog owners for the hours the yard sits open, and make the follow-up call after each install.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, other specialty trade contractors · BLS, May 2025
Fence Installation - 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 customers seeking fence installation services and support through prompt inquiry response, appointment scheduling, and post-installation feedback management.
2. Essential Duties and Responsibilities
Answer customer inquiries via phone, email, and in-person with professionalism and empathy.
Schedule and coordinate fence installation estimates and appointments with accuracy and efficiency.
Manage post-installation feedback by conducting follow-up calls and surveys to ensure customer satisfaction.
Collaborate with installation teams and management to relay customer requirements and resolve issues promptly.
3. Key Tasks / Daily Activities
Respond to incoming customer calls and emails to provide detailed information about fence installation services.
Schedule, confirm, and update appointments using the company’s scheduling system.
Conduct follow-up calls after installations to collect feedback and address any concerns.
Maintain accurate records of customer interactions and update customer accounts in the CRM system.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: Achieve a rating of >4.8 stars per customer survey.
Estimate Scheduling Accuracy: Ensure appointment scheduling accuracy is maintained at 95% or above.
First Call Resolution: Maintain a first-call resolution rate of at least 90%.
Feedback Response Rate: Complete follow-up feedback for 100% of fence installations within 48 hours.
5. Required Qualifications and Skills
High school diploma or equivalent; additional certifications in customer service are a plus.
A minimum of 1-2 years of customer service experience, preferably in the home services industry.
Strong verbal and written communication skills with a customer-centric approach.
Proficiency in computer systems, CRM software, and scheduling tools.
Excellent organizational skills and attention to detail in managing customer data.
6. Preferred Experience
Experience working in home improvement or fence installation service industries.
Familiarity with project management and scheduling software.
Proven track record in handling post-service feedback and maintaining high customer engagement.
Previous experience in a role that required direct interaction with installation teams or contractors.
7. Physical Requirements
Ability to sit for extended periods while using a computer and telephone.
Occasional lifting of up to 20 lbs for handling printed materials and customer documentation.
Navigate between office and onsite locations as needed in a safe manner.
Work in an environment where moderate noise and regular use of office tools is common.
8. Work Environment and Schedule
Typical work hours are Monday through Friday from 8:00 AM to 5:00 PM.
Work is performed primarily in an office environment with periodic visits to installation sites.
Occasional overtime may be required during peak customer demand periods.
Minimal travel within the local area is expected for onsite customer engagements.
9. Compensation and Benefits
Hourly wage range of $16.00 to $20.00 per hour, commensurate with experience.
Performance-based bonuses available based on achieving key performance metrics.
Health, Dental, and Vision insurance benefits provided.
Participation in a 401(k) plan with company matching options offered.
Additional benefits include paid time off, professional development opportunities, and employee discounts.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we foster an inclusive and growth-oriented culture where every team member is encouraged to innovate and drive success. We value transparency, collaboration, and personal development, ensuring our employees have the support they need to excel and contribute meaningfully to the success of our customers and the business.
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
Fence callers usually have a reason to call now: a new dog, a new pool, a nosy neighbor, or an old fence that blew down. The CSR books the estimate with the facts that price the job, then fields the questions that come between signing and the last gate latch.
Facts that price a fence before the visit
Footage, material and height drive a fence's price, and gates, tear-out and the shape of the yard add to it. So the booking notes cover rough feet, the style the caller has in mind, how many gates and how wide (a mower or boat trailer needs a wide one), whether an old fence comes out, and whether there's a pool or an HOA. A plat or survey with the lot lines, plus a few yard photos, lets the estimator arrive knowing the job.
Paint and flags in the yard
Once the locators have been out, homeowners call about the colored paint and flags on the lawn: what the yellow means (gas), whether they can mow, or whether the white outline is theirs to clean up. The 811 program tells diggers the marks are their guide for the whole project and to ask for a re-mark if they can't keep them. So the CSR asks customers to mow around every flag and leave the paint alone until the fence is finished. Source: 811 Before You Dig: For professionals (respect the marks, re-marks).
Pools and dogs while the fence is down
Once an old fence comes out, the yard stays open until the new one is up. For a pool owner that gap is a safety problem, and for a dog owner it's an escape route. The CSR asks about both when booking, flags them for the dispatcher, and tells the homeowner how long the yard will be open and what to plan for until the new gate latches.
Old quotes come back in spring
Some homeowners get a quote in the fall and call to accept it months later. Metal and vinyl prices can move in between, so the CSR checks the quote's expiry date before booking an install. An expired quote goes back to the estimator for a new price, and the CSR tells the caller why instead of promising the old number.
How much fence company 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.
Paid hourly, with bonuses for meeting the four measures in the template. For CSRs at fence and similar specialty contractors, BLS's median is higher than anything that hourly range allows, so an experienced home service CSR may ask for the top rate and lean on the bonus to close the gap.
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 fence 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
Asks about footage, material, gates, pools and pets before booking an estimate
Explains utility marks without guessing what's buried under them
Checks a quote's expiry date before confirming any price
Logs every call in the CRM with the next step and who owns it
Stays polite with a homeowner whose install date just moved
Teach these on the job
The fence styles, heights and gate types you sell
Your CRM and estimate calendar
Who takes which call: estimator, dispatcher or field supervisor
The follow-up call script and survey you send after installs
Your territory map and which estimator covers each town
The CSR works in the CRM and estimate calendar, the phone and text system, and a shared folder of the plats and yard photos homeowners send in. A rep who has booked in-home estimates for another outdoor trade, such as roofing or decks, picks up fence styles quickly.
Fence company 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 · Neighbor calls
A neighbor of a customer calls, angry that our crew is building on their property. What do you do?
A strong answer: Stays calm, takes details, alerts the field supervisor right away, and explains someone will follow up; doesn't argue about the line.
Behavioral · Handling feedback
Tell me about a time a customer's feedback led to a change, such as how crews left a yard.
A strong answer: Names the feedback, who they shared it with and what changed as a result.
Fence company customer service representative KPIs
Count only the calls the CSR took alone, and leave out weeks spent covering dispatch or the front desk, so the numbers reflect the phone work.
Customer Satisfaction Rating
Use the survey answers about booking and updates: how fast someone picked up, whether the estimate happened when promised, and whether the install date was explained. File remarks about the crew or the price under those teams instead.
Estimate Scheduling Accuracy
Estimates where the estimator found the right address, a gate they could open and the job the notes described, out of all booked. Estimators flag any visit that went wrong, such as a missing gate code or a pool nobody mentioned.
First Call Resolution
Calls closed without a callback, from the CRM's call log. A call about flags, an install date or an old quote counts as resolved only if the homeowner didn't call back about it that week.
Feedback Response Rate
Installs with a finished follow-up call or survey inside the template's window, counted from the day the crew marked the job done. Two voicemails with no answer count as attempted, not finished.
Career path
Call center agentAnswers inbound calls for another home service company and learns booking scripts.
Customer service representativeBooks fence estimates and answers homeowners from first call to final gate.
Sales representativeWalks lot lines with homeowners and writes the fence contract.
Sales managerLeads the estimators and sets each one's weekly appointment load.
A rough range per foot by material, if the general manager approves one, helps a caller decide whether to book. A firm price waits for the estimate, because gates, slopes, tear-out and rock all change it. Give the range with that reason, note in the CRM what you said, and never hold the company to it.
How much does a fence company 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.
Can an estimator measure the yard without the homeowner there?
Often, yes. Lot lines, slopes and the old fence can all be measured with nobody home, as long as the estimator can get into the backyard safely. Still, someone who can decide should go over the layout, the gate spots and the height before a contract is signed. The CSR asks which the caller prefers and books the estimator's time to match, since a sit-down visit runs longer.
A storm flattened a customer's fence. What does the CSR do?
Book a repair estimate quickly and ask for photos. If a pool or a dog makes the open yard urgent, flag it for the dispatcher. If the homeowner plans an insurance claim, send the estimate and photos when they ask, and leave coverage questions to their insurer. Note the cause in the CRM, since storm calls come in bunches and the office will want to see them together.
Why does a fence CSR job mention job sites and lifting?
The template's lines on moving between office and site, and on lifting 20 pounds, stay word for word. For a fence CSR, that work looks like hauling a box of brochures and sample pickets to a home show, handing a homeowner the spare keys for a new gate lock, or photographing a finished fence for the customer's file. Write those tasks under the template's lines, and list who to contact about accommodations.
Customer Service Representative in other industries
