Commercial general contractor customer service rep job description
A commercial general contractor customer service rep answers calls and emails from building owners, property managers and tenants, books site visits with the project team, and logs every request. They send change requests, design questions and bid calls to the right person, so nobody on the phone promises work the contract doesn't cover.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, commercial building contractors · BLS, May 2025
General Contractor - Commercial - 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 commercial general contracting segment. Ensure timely updates and communication between field teams and clients. Enhance customer satisfaction by efficiently scheduling site visits and addressing project inquiries. Contribute to the smooth operation of commercial projects through proactive customer service.
2. Essential Duties and Responsibilities
Update clients on project status and schedule site visits with efficiency and accuracy.
Address commercial project inquiries, providing clear guidance and support.
Collaborate with project managers and contractors to relay customer feedback and project requirements.
Maintain detailed records of interactions and scheduled appointments to support operational continuity.
3. Key Tasks / Daily Activities
Respond to incoming calls and emails from commercial clients, ensuring prompt and professional communication.
Schedule and confirm site visits in coordination with project managers and field teams.
Document and track customer inquiries and project updates using company CRM systems.
Liaise with internal teams to resolve client issues and ensure projects remain on track.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars.
On-time Scheduling Rate: 95% adherence to scheduled site visits.
Response Time to Inquiries: <5 minutes on average.
Accuracy in Communication and Documentation: 99% error-free records.
5. Required Qualifications and Skills
High school diploma or equivalent required; some college coursework preferred.
Minimum of 2 years of customer service experience, preferably in a related industry.
Excellent communication, interpersonal, and problem-solving skills.
Proficiency with CRM software and Microsoft Office suite.
6. Preferred Experience
Experience in the home services or construction industry, particularly in commercial contracting.
Previous work as a customer service representative in a high-paced environment.
Familiarity with project management or scheduling software.
Demonstrated ability to manage multiple tasks and prioritize in a deadline-driven environment.
7. Physical Requirements
Ability to work in an office setting with occasional visits to construction sites.
Capability to lift up to 20 pounds of materials if needed.
Extended periods of sitting or standing while operating computer and telephone systems.
Occasional exposure to outdoor construction environments during site visits.
8. Work Environment and Schedule
Standard office hours with occasional required flexibility for site visits.
Minimal travel required between office and project sites within the local area.
On-call duties available during peak project times.
Collaborative work environment with regular team meetings and project briefings.
9. Compensation and Benefits
Hourly rate range: $18 - $24 per hour, based on experience and qualifications.
Eligibility for performance bonuses based on customer satisfaction and scheduling metrics.
Comprehensive benefits package including Health, Dental, and Vision insurance.
401k retirement plan with company matching and paid time off benefits.
10. Company Culture and Overview
We are committed to nurturing a growth-oriented environment where every team member is inspired to excel and build lasting relationships with our clients.
Our culture promotes continuous learning, open communication, and collaborative problem-solving.
We are passionate about delivering exceptional service and fostering long-term client partnerships.
Join our vibrant team to grow professionally while making a direct impact on our community’s quality of 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
A CSR anywhere answers calls and books visits. At a commercial GC, the callers are owners, tenants, architects and subs, and a few kinds of call carry rules or contract limits the rep has to know.
A day care in an older building
Some callers want work in a day care center, preschool or kindergarten classroom. EPA's lead renovation rule covers such spaces in buildings put up before 1978 (40 CFR 745.83). Up to 60 days before work starts, the firm must give EPA's lead pamphlet to the building owner, give one to an adult from the child care business if it isn't the owner, and give parents the pamphlet plus a note on the work and when it ends (40 CFR 745.84). Ask the building's age at intake. Source: 40 CFR 745.84, information distribution requirements (eCFR).
Federal buildings check ID at the door
Some jobs sit inside a federal building, such as a courthouse or agency office. REAL ID enforcement began on May 7, 2025, and federal agencies may only accept state licenses and ID cards that meet REAL ID for entry, though a passport is an accepted alternative. When booking the visit, tell each guest which ID to bring and send the building's visitor list early. Source: TSA, REAL ID frequently asked questions.
Extra work is a change order, not a favor
Tenants and property managers often ask the rep for small adds, like one more outlet or a different paint color. The rep logs the request with the caller's name and company, forwards it so the project manager can price it, and says plainly that the work starts after a signed change order. A friendly yes on the phone becomes a billing fight later.
Design questions go to the architect
Callers ask why a door swings the wrong way or whether a finish can change. On a commercial job, those answers come from the architect, through a request for information the project manager writes. The rep takes down the question, the room or suite number and a photo if there is one, then tells the caller when the project manager will reply.
Many callers aren't clients
Subs and suppliers call to ask what's out to bid, get plans or chase a bid result. Give the rep a short routing sheet: bid requests to the estimator, plan questions to the bid email address, and payment questions to accounting, with the job number in every note.
How much commercial general contractor customer service reps make
The closest BLS group for commercial general contractor customer service reps is customer service representatives. Customer service representatives who work for commercial and industrial builders earned a median of $26.40 an hour ($54,900 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 550 of the 2,595,750 customer service representatives in that survey work for commercial building contractors.
CSRs here usually earn an hourly wage, plus the bonus for satisfaction and scheduling scores that the template lists. That hourly range is lower than the median BLS shows for customer service reps in commercial building.
Commercial building contractors
$54,900$54,900 median Middle half $31,300–$69,110 10th–90th $18,670–$77,760
All industries
$44,770$44,770 median Middle half $36,870–$51,780 10th–90th $31,750–$63,590
$10k$20k$30k$40k$50k$60k$70k$80k$90k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Commercial building contractors
$18,670
$31,300
$54,900
$69,110
$77,760
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for commercial general contractors on their own. These figures cover nonresidential building construction, 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
A steady phone voice with property managers who want answers today
Notes that name the caller's company, the suite and the promise made
Spotting the questions only a project manager should answer
Booking site visits around several busy calendars without double booking
Comfort with a CRM, Outlook and a shared project calendar
Teach these on the job
Construction terms such as RFI, submittal, punch list and change order
Your job numbers and who runs each job
Access rules at the buildings you work in most
Intake questions for older buildings and child care spaces
Read-only views in your project platform
The rep works from a CRM or shared inbox, Outlook calendars and a read-only login to the job management software, so they can check a job's schedule and contacts before answering. Tell candidates which of these they'll use and where calls get logged.
Commercial general contractor 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 · Urgent warranty calls
A facility manager calls: the roof on a building you finished last year is leaking over their server room. The project manager is out. What do you do?
A strong answer: Treats it as urgent, gets details and photos, reaches the warranty roofer or on-call project manager right away, gives the client a response time, and logs and follows up.
Behavioral · Updates when answers change
Tell me about a time you kept a building owner or tenant updated on a warranty repair or schedule question while the answer kept changing.
A strong answer: Set a regular update time, said what was known and what wasn't, checked with the project manager or warranty subcontractor before each call, logged every update, and didn't promise a date the field hadn't confirmed.
Commercial general contractor customer service rep KPIs
Use the template's targets as a draft. Your own call logs and the survey replies from a few finished jobs will show what fits your clients.
Customer Satisfaction Rating
Send a short survey to the owner's representative or property manager when a job closes, and read the comments for anything about how calls were handled.
On-time Scheduling Rate
Compare each booked site visit with what happened: whether the project manager, client and architect arrived at the booked time, or the visit moved at the last minute.
Response Time to Inquiries
Pull answer times from the phone system and first-reply times from the shared inbox, and study the slowest days, not only the average.
Accuracy in Communication and Documentation
Each week, check a sample of logged calls against the project manager's notes for a wrong job number, a missing contact or a request that never reached anyone.
Career path
Front desk at an office building or property managerLearns tenants, building rules and how requests reach the right person.
Customer service representativeAnswers clients, books site visits and keeps the request log.
Assistant project managerRuns RFIs, meeting minutes and small tenant jobs under a project manager.
Project managerOwns the budget, schedule and client for whole jobs.
Other roles in a commercial general contractor business
Commercial general contractor customer service rep FAQ
Can the rep tell a tenant when they can move in?
Not on their own. Move-in waits on final inspections and the certificate of occupancy, and the project manager tracks both. The rep can share a date the project manager has confirmed in writing, and should log who asked, so the project manager can call them back if that date slips.
How much does a commercial general contractor customer service rep make?
Customer service representatives who work for commercial and industrial builders earned a median of $26.40 an hour ($54,900 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $31,300 and $69,110 a year. Pay also depends on your local market, experience and overtime.
Does a commercial GC's rep need construction experience?
It helps but isn't required. People from property management, hotel front desks or medical offices already know how to calm a caller and keep a clean log. Building terms sink in after some weeks of hearing them. What takes longer to teach is the habit of writing down what was promised, by whom and by when.
What happens when a building calls after hours about our crew?
Give each building engineer one after-hours number. During busy stretches, the rep on call takes the message, calls the superintendent's cell and stays on it until someone confirms they're handling it. Leaks, tripped alarms and blocked exits come first. The rep logs the call the next morning so the project manager sees it.
What physical tasks does this customer service job include?
Per the template, the rep may need to lift up to 20 pounds, works seated or standing at a computer and phone, and sometimes visits construction sites outdoors. In practice that means carrying sample boards or a box of manuals to a meeting, walking a space with a client, and standing through a short site visit in a hard hat and safety glasses.
Customer Service Representative in other industries
