Framing customer service representative job description
A framing customer service representative logs plan sets and bid dates from builders and general contractors, and books estimate visits for homeowners who want an addition, a wall taken out or a sagging floor fixed. When a buyer of a house your crews framed calls with a problem, they log it and route it through the builder.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, structure and exterior contractors · BLS, May 2025
Annual pay: 10th percentile $35,830, middle half $39,850 to $56,430, 90th percentile $72,280. Source: BLS Occupational Employment and Wage Statistics, May 2025.
Reports to
Office Manager
Department
Operations
Schedule
Weekdays 8 to 5, on call when busy · Monday to Friday, 8 AM to 5 PM in the office, on-call turns in peak building periods and an occasional job site visit
Framing & Carpentry - 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 prospective and current clients, ensuring a seamless experience from initial inquiry to project initiation. Bridge customer service with framing and carpentry project scheduling, facilitating clear communication between homeowners and our skilled field technicians.
2. Essential Duties and Responsibilities
Answer incoming client calls and emails with timely, accurate, and courteous information.
Schedule estimates for framing and carpentry services in coordination with field teams.
Address customer questions and resolve inquiries about services, pricing, and project timelines.
Collaborate with construction and project management teams to ensure client satisfaction.
3. Key Tasks / Daily Activities
Respond to client calls, schedule appointments, and follow up on inquiry statuses.
Coordinate with framing and carpentry teams to confirm appointment availability.
Maintain accurate records of client interactions, appointments, and follow-ups in the CRM system.
Provide proactive updates to clients regarding any changes or delays in project scheduling.
High School Diploma or equivalent; Associate’s or Bachelor’s degree preferred.
1-3 years of customer service experience in a fast-paced environment.
Strong communication, problem-solving, and time-management skills.
Basic understanding of home services terminology, particularly framing and carpentry.
6. Preferred Experience
Experience in the home services or construction industry.
Familiarity with CRM software and appointment scheduling systems.
Prior work in a similar customer-facing role that required technical coordination.
Background in trade services (preferred but not required).
7. Physical Requirements
Ability to sit or stand for extended periods while handling phone calls and administrative tasks.
Occasional lifting of office supplies up to 15 lbs.
Mild to moderate workspace mobility requirements in an office environment.
Adequate vision and manual dexterity to operate a computer and telephone.
8. Work Environment and Schedule
Standard office environment with a focus on inbound communications.
Typical work hours: Monday to Friday, 8:00 AM to 5:00 PM.
Minimal travel requirements; mostly office-based with potential occasional visits to job sites.
On-call duties during peak periods may be required.
9. Compensation and Benefits
Hourly pay range: $16 - $22 per hour based on experience.
Performance-based bonus opportunities.
Comprehensive benefits including Health, Dental, and Vision coverage.
401(k) retirement plan and paid time off.
10. Company Culture and Overview
We are a growth-oriented home services company dedicated to excellence and innovation.
Our team enjoys a collaborative, friendly, and inclusive work environment.
We invest in professional development and offer opportunities to advance your career.
Join us and be motivated by an organizational culture that values dedication, teamwork, and exceptional customer service.
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
Most of a framing company's work comes from builders and general contractors who send plans rather than pick up the phone. The CSR handles those requests, the homeowners who do call, and buyers of houses the crews framed for a builder.
Most estimates start with a plan set
Builders and general contractors email a plan set and a bid date, or post them on a bidding site. The CSR logs each one: who sent it, the plan pages and revision dates, the due date, and whether the structural sheets came with it. A set missing the framing plans or the shear wall schedule goes back with a request that same day, so the estimator doesn't lose a week. These count toward the daily estimate goal.
Homeowner calls start with the house
Homeowners call about an addition, a wall they want gone or a floor that sags. Ask when the house was built, what is there now, and whether they have plans or an engineer. Flag homes built before 1978 for the general manager's lead-safe steps. Never tell a caller a wall isn't load-bearing or a floor is safe. Say the estimator will look, and that a new beam may need an engineer's design and a permit. Source: EPA: Lead Renovation, Repair and Painting Program rules (homes built before 1978).
Buyers call about a builder's house
Months after closing, a buyer may call about a squeaky floor, a door that sticks or a crack over a doorway. If the house is still under the builder's warranty, the builder decides who fixes what. The CSR logs the builder, community and lot, asks for photos, and points the buyer to the builder's warranty request. The call also goes into the general manager's callback log, tagged as reported by a homeowner.
Door and trim calls need sizes and hinge sides
Trim calls look small but are easy to get wrong. A homeowner who wants new doors or casing should send a photo of each door from the side it swings toward, its width and height, and which side the hinges are on. Ask whether they want doors already hung in a frame or slabs only, and whether the trim will be painted or stained. Note any door with glass, since a federal safety standard covers glass in doors. Builders' trim questions go to the dispatcher. Source: eCFR: 16 CFR 1201.1, safety standard for glazing in doors (scope).
How much framing customer service representatives make
Customer service representatives who work for foundation, structure, and building exterior contractors earned a median of $22.86 an hour ($47,540 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 2,010 of the 2,595,750 customer service representatives in that survey work for structure and exterior contractors.
This template is hourly, with performance bonuses on top. On this page's chart, the median CSR at foundation, structure and exterior contractors is paid above the template's highest hourly rate, and fewer than one in ten earns as little as its starting rate, so plan to start experienced reps near the top. A bonus for visits the estimator could price without a second trip fits this job.
Structure and exterior contractors
$47,540$47,540 median Middle half $39,850–$56,430 10th–90th $35,830–$72,280
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
Structure and exterior contractors
$35,830
$39,850
$47,540
$56,430
$72,280
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for framing contractors on their own. These figures cover foundation, structure and building exterior 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
Logs plan sets, revisions and bid dates without letting a due date slip
Spots a plan set that is missing its structural or framing pages
Asks the year built, the scope and who drew the plans on every homeowner call
Sends warranty callers to the builder politely, with the lot written down
Takes clear door and trim details: sizes, hinge side and finish
Teach these on the job
Each builder's communities and warranty contact
Framing words: plates, headers, shear walls, trusses and sheathing
The bidding sites your general contractors use
Which homeowner jobs your company takes and which it refers out
Your CRM, estimate calendar and photo request texts
The CSR works from a CRM with an estimate calendar, a shared bid log with due dates, and the email inbox and bidding sites where plan sets arrive. A large second monitor helps when plan pages and the CRM are open side by side.
Framing 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 · Structural concerns
A homeowner calls about a sagging floor joist they noticed in the basement. Walk me through the call.
A strong answer: Asks for details and photos, doesn't diagnose, explains that a carpenter needs to look and an engineer may be involved, and books a visit.
Behavioral · Changing requests
Tell me about a time a homeowner kept changing details on a carpentry job, such as the trim style or shelf layout, while you were booking or updating it.
A strong answer: Wrote down each change with the date, read it back, sent it to the estimator or project manager, and told the customer changes could affect price and timing without quoting either.
A builder opening a new community can send a stack of plan sets in one week. Read these numbers month by month against the bid log, not as a yearly average.
Customer Satisfaction Rating
Homeowners rate the booking by text after the visit. On the builder side, log the reason each time a builder or general contractor says a bid came in late or incomplete. Those complaints are the builder's rating.
Estimate Scheduling Accuracy
The estimator marks each homeowner visit and each bid set complete or not on the day it's used. A wrong address, missing photos or a plan set without its shear wall pages makes it incomplete.
Callback Percentage
Calls that ended with a promised callback, counted as a miss when that callback is still open past the promised time. Tag each by caller: builder, general contractor, homeowner or buyer with a warranty question.
Daily Estimates Scheduled
Homeowner visits booked and builder or contractor bids logged each day, kept as two separate counts so a quiet homeowner month doesn't hide behind a busy bid week.
Career path
Sales office assistant at a home builderLearns plans, lots and buyers' warranty questions.
Customer service representativeLogs bids, books homeowner visits and routes warranty calls.
Estimating assistantRuns simple takeoffs and keeps the bid calendar.
EstimatorPrices framing labor and lumber packages from builders' plan sets.
Enough to log them well. The CSR should find the plan name, square footage, number of floors and revision date on the cover sheet, and check whether the set has floor framing, roof framing and shear wall pages. Takeoffs belong to the estimator. In the interview, open a sample set and ask the candidate what is missing.
How much does a framing customer service representative make?
Customer service representatives who work for foundation, structure, and building exterior contractors earned a median of $22.86 an hour ($47,540 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $39,850 and $56,430 a year. Pay also depends on your local market, experience and overtime.
What should a framing CSR log on a pre-1978 house?
Three facts the lead-safe paperwork depends on: the year built, whether the owner has a certified inspector's report showing the painted parts the crew will disturb are free of lead, and whether the owner lives there or rents it out. If no report or test clears the paint, EPA's rule has the firm get its Renovate Right pamphlet to the owner within the 60 days before the crew starts. File the owner's signed receipt, or a certificate of mailing dated 7 or more days before the start. An adult tenant gets a copy too when the owner lives elsewhere. The general manager decides how the job runs.
Should a framing CSR quote a homeowner a price on the phone?
No. Framing work in an existing house depends on what is behind the walls and what the plans and the town require. The CSR can say whether the visit is free and when a written price follows, then book the visit. Price ranges the general manager has approved for small trim jobs are the one exception.
Which tasks sit behind a framing CSR template's physical lines?
Keep the lines on sitting or standing for long stretches, 15-pound lifts, moving around the office, and vision and hand skills. In practice they cover hours on the phone and the CRM, reading plan pages on a screen, bringing a roll of printed plans or a box of door hardware samples to the estimator, and now and then walking a lot with an estimator. Write those tasks beside the lines and invite accommodation requests.
Customer Service Representative in other industries
