General contractor customer service representative job description
A general contractor's customer service representative handles new inquiries about a kitchen, an addition or a new house. They ask what the estimator needs to know and book the visit. They also take calls in the days after a contract is signed, and send clients on long jobs a weekly update.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, residential builders and remodelers · BLS, May 2025
Annual pay: 10th percentile $34,990, middle half $42,580 to $64,530, 90th percentile $75,410. Source: BLS Occupational Employment and Wage Statistics, May 2025.
Reports to
Office Manager
Department
Operations
Schedule
Weekdays 8 to 5, longer in busy spells · Monday to Friday, 8 AM to 5 PM, mostly in the office, with longer days when inquiries peak and occasional site visits
General Contractor - 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 our customers in the home services industry by addressing inquiries, scheduling appointments, and providing timely updates on service progress. Act as a liaison between customers and the General Contractor team to ensure clarity, transparency, and satisfaction throughout the service process. Contribute to the operational success of the company by delivering exceptional customer experiences and maintaining accurate records.
2. Essential Duties and Responsibilities
Address incoming customer inquiries via phone, email, and chat promptly.
Schedule and coordinate appointments with the General Contractor team efficiently.
Provide accurate and regular service updates to customers throughout the project lifecycle.
Maintain detailed customer records and documentation related to service requests and outcomes.
Escalate complex issues to the appropriate team members to ensure timely resolution.
3. Key Tasks / Daily Activities
Handle inbound customer calls and respond to emails regarding service inquiries.
Manage the appointment calendar to ensure efficient scheduling of contractor visits.
Update and verify customer information in the CRM system after each interaction.
Coordinate daily with field teams to track the progress of ongoing projects.
Monitor and follow up on pending service requests and customer feedback.
4. Key Performance Indicators (KPIs)
Average Appointment Scheduling Time: less than 24 hours.
Customer Satisfaction Rating: >4.8 stars.
First-Contact Resolution Rate: >85%.
Callback Percentage: <5%.
5. Required Qualifications and Skills
High school diploma or equivalent; additional customer service certification is a plus.
1-2 years of experience in customer service or administrative roles.
Excellent verbal and written communication skills.
Proficient in using scheduling software, CRM systems, and basic office applications.
6. Preferred Experience
Experience working within the home services, construction, or renovation sectors.
Familiarity with general contracting procedures or on-site service coordination.
Prior involvement in a fast-paced, customer-centric environment.
Demonstrated ability to multitask while maintaining attention to detail.
7. Physical Requirements
Ability to sit for prolonged periods while working at a computer.
Occasional lifting of light materials (up to 15 lbs).
Must be comfortable working in a standard office setting with periodic visits to job sites.
Occasional mobility required to move between workstations and field environments.
8. Work Environment and Schedule
Work primarily in a modern office environment with occasional field visits.
Typical work hours: 8 AM – 5 PM, Monday through Friday.
Flexibility required during peak service periods or high-demand times.
Minimal travel is expected on a regular basis.
9. Compensation and Benefits
Hourly rate between $15 – $20 USD per hour.
Performance-based bonus opportunities available.
Health, Dental, and Vision insurance coverage.
401(k) retirement plan with company match.
Paid time off, including vacation and holidays.
10. Company Culture and Overview
Our company is a dynamic, growth-oriented organization dedicated to delivering exceptional home services.
We foster an inclusive and supportive environment where all team members have opportunities to excel and grow professionally.
Collaboration, integrity, and continuous improvement are at the core of our operations.
We believe in empowering our employees to achieve excellence and drive customer satisfaction in every project.
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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Callers here want a new kitchen, an addition or a house, and local rules they've never heard of can add weeks before a permit. The CSR asks the questions that bring those rules out early, and handles the calls that come right after a contract is signed.
Sewer or septic, asked on the first call
In Connecticut, for example, a house with no public sewer can't get an addition until the local director of health checks the lot. The question is whether there is still room for a septic system that meets code. Soil data answers it, or new soil tests the owner sets up. If there isn't room, the addition can go ahead only under tighter limits, such as no rise in the house's design flow. So the CSR asks every addition caller: town sewer or septic? Source: Connecticut Department of Public Health: Section 19-13-B100a, building conversions and additions.
A historic district adds a hearing
In Connecticut, for example, the outside of a building in a local historic district can't be built or changed until the district's commission approves it. The town can't issue the building permit first. The commission usually holds a public hearing and has up to 65 days to decide. Paint color is left out. So the CSR asks whether the house sits in a local historic district, and the estimator plans for the wait. Source: Connecticut General Statutes, sections 7-147d and 7-147e.
A cancel call in the first three business days
When a homeowner signs at home, the FTC's rule and state laws such as Connecticut's let them back out until midnight on the third business day after signing. Saturdays count. In Connecticut, the cancel takes effect once written notice is delivered or mailed, and work done before then can't be billed. So the CSR doesn't argue or guess at the deadline. They explain how to send the notice, log the time, tell the sales manager within the hour, and flag the job so no work starts in that window. Source: Connecticut General Statutes, chapter 740, home solicitation sales.
A weekly note on long jobs
A remodel or a new home can run for months, and homeowners call when they can't tell what's next. Each week the CSR sends every active client a short note from the project manager's update. It says what got done, what's coming, any inspection date and any choice the homeowner owes, like a tile pick. Money and change questions still go to the project manager. That should cut the calls that only ask what's going on.
How much general contractor customer service representatives make
Customer service representatives who work for residential builders and remodelers earned a median of $25.44 an hour ($52,920 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 9,440 of the 2,595,750 customer service representatives in that survey work for residential builders and remodelers.
Hourly pay plus performance bonuses is the template's setup. Even its top rate falls in the lowest quarter of the BLS chart for customer service reps at residential builders and remodelers. Expect someone who has booked estimates for a builder to want more, and pay the bonus on estimate visits that go ahead as booked.
Residential builders and remodelers
$52,920$52,920 median Middle half $42,580–$64,530 10th–90th $34,990–$75,410
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$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
Residential builders and remodelers
$34,990
$42,580
$52,920
$64,530
$75,410
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for general contractors on their own. These figures cover residential 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
Asks about sewer or septic, historic districts and drawings before booking an estimate
Explains a homeowner's right to cancel plainly and logs the call with its time
Writes a clear weekly client note from a project manager's rough update
Books estimate visits when every owner of the house can be there
Stays calm with a homeowner living through a remodel without promising dates
Teach these on the job
Which of your towns rely on septic or have local historic districts
Your contract forms and the cancellation notice in them
Client messages and job notes in your project app
Which estimator and project manager cover each kind of job
The answers your owners approve on price ranges and start windows
The CSR works in the CRM for new leads and in the client side of the project app for active jobs. Add each town's property records and maps, which the CSR checks for sewer service or a historic district before an estimator drives out.
General contractor 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 · Updating anxious clients
A homeowner calls asking why no one has been at their job for [3] days. What do you do?
A strong answer: Checks the schedule for reasons such as an inspection wait or a material delay, asks the PM, and calls back with an honest answer by a set time.
Behavioral · Supporting clients living through a remodel
Tell me about a time a homeowner living through a remodel called upset about dust, noise or weeks without a working kitchen.
A strong answer: Listened, acknowledged the disruption, got specifics, had the PM or supervisor address dust control or the schedule, set a regular update day and followed up.
General contractor customer service representative KPIs
Start with the template's numbers, then reset them with the office manager after a season of your own data. Track new leads and active clients apart, since they need different things from the same desk.
Average Appointment Scheduling Time
Hours from first contact to a booked estimate visit, from the CRM's time stamps. Tag waits the company caused, such as no estimator free that week, apart from homeowners who picked a later date.
Customer Satisfaction Rating
Ask new leads after the estimate visit whether booking was easy and the estimator came prepared. Ask clients at closeout whether the weekly notes kept them informed. Read the comments, not only the stars.
First-Contact Resolution Rate
Each week, sample calls from clients with active jobs. Mark one resolved if the caller hung up with an answer from the job file or the weekly note and needed no second call.
Callback Percentage
Bookings the CSR had to call back about because a detail was wrong or missing, such as the address, the owners' names or the septic note, out of all bookings. Tag each by cause.
Career path
Showroom assistant at a kitchen or flooring storeHelps homeowners pick finishes and learns how remodels get sold.
Customer service representativeBooks estimate visits and keeps homeowners informed from signing to closeout.
Project coordinatorTracks selections, orders and paperwork for two or three project managers.
Project managerRuns remodels and additions from contract to final walk-through.
General contractor customer service representative FAQ
Can a general contractor's CSR give a start date?
Only the start window the operations manager posts for newly signed work, never a date of their own. When your backlog runs months out, a date said on the phone becomes a promise in the homeowner's mind. Update the CSR's script each week with the current window, and have them say who will confirm the real date once the contract is signed.
How much does a general contractor customer service representative make?
Customer service representatives who work for residential builders and remodelers earned a median of $25.44 an hour ($52,920 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $42,580 and $64,530 a year. Pay also depends on your local market, experience and overtime.
Who takes warranty calls after a new home or addition is finished?
The CSR takes the call, logs it to the job with photos, and asks whether anything is leaking, has no power or has no heat. Those go to the project manager within the hour. Everything else goes on the list for the service crew, and the dispatcher books the visit. Leave any question about whether a manufacturer will stand behind a part to the project manager.
How can you test a general contractor's CSR before hiring?
Run two short role plays. In the first, call as a homeowner who wants a family room added to a 1950s ranch. Listen for questions about sewer or septic, a historic district, drawings and who owns the house. In the second, call as someone who signed yesterday and wants out. A strong candidate stays polite, explains the written notice, and doesn't argue.
What do the CSR template's lifting and site visit lines mean?
Keep the lines, and add what they mean here: carrying a plan set or a box of tile and cabinet samples, up to 15 pounds, and walking a job site over rough ground to drop off papers or shoot photos for a weekly note. Add how often that happens, and tell applicants whom to ask if they need an accommodation.
Customer Service Representative in other industries
