Gutter cleaning customer service representative job description
A gutter cleaning customer service representative books spring and fall cleanings, guard estimates and repair visits, and gathers what a crew needs to know before the truck rolls. They also call customers after the job and answer questions about work done while nobody was home.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, building services companies · BLS, May 2025
Serve as the primary point of contact for customers seeking gutter cleaning services. Facilitate the scheduling of jobs and address service inquiries to ensure exceptional customer satisfaction. Act as a bridge between customers and field staff, ensuring smooth communication and efficient service delivery.
2. Essential Duties and Responsibilities
Field incoming customer calls regarding gutter cleaning services.
Schedule and coordinate gutter cleaning appointments and dispatch field teams.
Address service inquiries and resolve customer concerns promptly.
Maintain accurate customer records and appointment logs.
3. Key Tasks / Daily Activities
Answer and manage customer phone calls in a timely and professional manner.
Verify customer information and confirm service requirements prior to scheduling.
Coordinate daily schedules with the field service team.
Update and maintain customer records in the CRM system.
Conduct follow-up calls to ensure customer satisfaction post-service.
4. Key Performance Indicators (KPIs)
Call Resolution Rate: >90%.
Job Scheduling Accuracy: 98% or higher.
Customer Satisfaction Rating: >4.8 stars.
First Contact Resolution Percentage: >85%.
5. Required Qualifications and Skills
High school diploma or equivalent required.
1-2 years of customer service experience, preferably in home services or a related field.
Proficient in CRM systems and scheduling software.
Excellent verbal and written communication skills.
Strong organizational and time management abilities.
6. Preferred Experience
Previous experience in gutter cleaning or other home services.
Background in field service scheduling or operations coordination.
Familiarity with local market practices and customer service standards in the home services industry.
7. Physical Requirements
Ability to work in an office setting with extended periods of sitting.
Occasional lifting of service materials up to 25 lbs.
Capacity to handle brief periods in varied weather conditions during field inspections, if required.
8. Work Environment and Schedule
Standard office hours with occasional evening or weekend calls.
Fast-paced, team-oriented work environment.
Occasional remote work or on-site visits may be required.
Flexibility to accommodate peak service periods.
9. Compensation and Benefits
Hourly rate of $15-$20 per hour based on experience.
Eligibility for performance-based bonuses.
Comprehensive Health, Dental, and Vision insurance.
401(k) plan with company match and additional fringe benefits.
10. Company Culture and Overview
We are a dynamic, growth-oriented company that prides itself on delivering exceptional home services to our community. Our team is built on a foundation of collaboration, innovation, and commitment to customer satisfaction. We encourage professional development, celebrate diversity, and provide a supportive environment where every team member can thrive and contribute to our shared success.
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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What makes gutter cleaning customer service different
Callers rarely know how long their gutters are or what kind of guards they have. The CSR turns a vague request into a job a crew can finish without the homeowner there.
Look at the house before you book
Pull up the address on a map and street view while the caller talks. Count stories, note big trees over the roof, a walkout basement in back or a detached garage, and ask about gates, dogs and where to park. Flag anything unusual for the estimator instead of guessing, and put it all in the job notes so nothing catches the crew off guard.
Guard owners still call
Many callers already have guards, screens or brushes and wonder why water still spills over. Ask what kind they have and who put them in, since the installer's warranty may cover the visit. Note the guard type in the job so the crew brings the right tools, and never tell a caller that any guard means no more cleaning.
Recorded calls in Illinois need everyone's consent
If the phone system records calls for training, keep the Illinois law in mind: recording a private conversation in a surreptitious manner without the consent of all other parties is an offense. Open every call, including the follow-up calls the template asks for, with a short recording notice, and keep the script the same for every CSR. Source: Illinois Criminal Code, 720 ILCS 5/14-2: elements of the eavesdropping offense.
Ask every customer for a review the same way
The template's star target tempts people to ask only happy customers or to offer a reward. The FTC says that if you give something for a review, you can't suggest the review must be positive, and that asking only the customers you think are happy could violate the FTC Act. Skip rewards and send the same request after every finished job. Source: FTC: Consumer Reviews and Testimonials Rule, questions and answers.
How much gutter cleaning customer service representatives make
Customer service representatives who work for building and home services companies earned a median of $20.25 an hour ($42,130 a year) in May 2025, according to the Bureau of Labor Statistics. That’s below the $44,770 median for customer service representatives in all industries. About 12,680 of the 2,595,750 customer service representatives in that survey work for building services companies.
Usually hourly, plus the template's bonus, which some companies pay on booked jobs or survey scores. The template's range starts below what most building services CSRs earn, per BLS, and tops out near the middle, so check your local market.
Building services companies
$42,130$42,130 median Middle half $36,770–$47,500 10th–90th $33,810–$57,320
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
Building services companies
$33,810
$36,770
$42,130
$47,500
$57,320
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for gutter cleaning companies on their own. These figures cover services to buildings and dwellings, 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 clear, friendly phone manner with homeowners who don't know gutter terms
Quick map and street-view lookups while talking
Precise job notes on access, pets, parking and guards
Patience with a day of rain reschedules
Comfort with a CRM and a field service calendar
Teach these on the job
Gutter terms: downspouts, hangers, seams, end caps and guards
Your price book and which jobs go to an estimator
The plan renewal and reminder process
Recording notice and review request scripts
When to pass a call to the office manager
CSRs book and keep notes in the company's field service program, whichever one you use. Satellite and street-view maps help them read a house before booking, and the phone system handles texting and any call recording.
Gutter cleaning 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 · Taking a damage complaint
A customer calls saying the technician dented their gutter and cracked a shingle. What do you do?
A strong answer: Listens, apologizes for the trouble, gets photos, checks the technician's photos and notes, opens a claim per policy, tells the supervisor and gives the customer a clear next step.
Behavioral · Staying calm with upset customers
Tell me about a time a plan customer called upset that their fall cleaning was overdue while leaves piled up. How did you handle the call?
A strong answer: Listened without excuses, apologized, checked the route, gave a real date or option, followed through and told dispatch so it got fixed.
Gutter cleaning customer service representative KPIs
The template's goals are a rough draft. Track one full spring and fall first, then set goals from your own call volume and rain-day patterns.
Call Resolution Rate
Tag each call by outcome in the phone or CRM system: booked, answered, passed to a manager or still open. Count how many ended with the caller's question settled.
Job Scheduling Accuracy
Count bookings where the address, story count, guard type and access notes all matched what the crew found. Each wrong detail the crew reports counts as a miss.
Customer Satisfaction Rating
Send the same survey or review request after every finished job, not only to customers who sounded happy, and track the average by month and by season.
First Contact Resolution Percentage
Count issues settled in one contact, with no callback needed and no second call from the customer about the same problem.
Career path
Customer service representativeBooks cleanings and estimates and learns the service area street by street.
DispatcherSets crew routes and reshuffles the day around rain and late finishes.
Office managerLeads the phone team and billing, and reports season numbers to the general manager.
Gutter cleaning customer service representative FAQ
The CSR template mentions lifting 25 pounds and some weather. What does that look like?
Mostly office work. Now and then a CSR might carry a box of door hangers or brochures, set out sample guard pieces at a home show table, or step outside to meet a crew lead or a customer at the office. A field inspection, if your company asks for one, means a house viewed from the yard, not climbing. If a candidate needs another way to handle any of these, work it out together.
How much does a gutter cleaning customer service representative make?
Customer service representatives who work for building and home services companies earned a median of $20.25 an hour ($42,130 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $36,770 and $47,500 a year. Pay also depends on your local market, experience and overtime.
What should a CSR tell a caller who wants a cleaning this week in late October?
The truth about the route. Crews work by neighborhood, so give the first date a crew will be on that street, and offer to call back if a rain-day shuffle opens something sooner. Don't promise a day the dispatcher hasn't confirmed. Plan customers already on the list hear their window before new callers do.
Can a CSR quote a guard install over the phone?
A rough range, if your price book allows it. The final price should come from someone who has measured the run and checked the fascia, hangers and slope, because guards often sit on gutters that need repair first. The CSR books the estimate visit and leaves the contract to the estimator or sales rep.
A homeowner says the gutters overflowed right after a cleaning. How should the CSR respond?
Ask when and where it spilled, and whether it was during a heavy storm. A packed downspout or a blocked underground drain line can back up even when the trough is clean, and some gutters can't carry a true downpour. Book a quick return visit, log it as a callback so the office can track it, and don't argue about fault on the phone.
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