Handyman services customer service representative job description
A handyman services customer service representative books repair, install and assembly visits, confirms them and moves them when plans change. They also take calls from tenants and property managers and keep each homeowner's running list of small jobs up to date.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, residential builders and remodelers · BLS, May 2025
Handyman Services - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Customer Service / Operations
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
The Customer Service Rep (CSR) plays a pivotal role in ensuring a seamless experience for our clients by managing incoming calls, scheduling handyman service appointments, and addressing customer inquiries with accuracy and professionalism. This position contributes directly to our mission of providing outstanding service and fostering long-term customer relationships.
2. Essential Duties and Responsibilities
Field inbound client calls with a friendly and professional demeanor.
Schedule appointments for handyman service requests efficiently.
Handle customer inquiries and provide accurate service-related information.
Document client interactions in a timely and organized manner.
Collaborate with service technicians and team members to address client needs.
3. Key Tasks / Daily Activities
Answer and route inbound calls to the appropriate department.
Confirm and schedule daily service appointments with precision.
Follow up with clients to ensure their satisfaction with scheduled services.
Update customer records and appointment details in the CRM system.
Manage rescheduling or cancellation requests while maintaining high service standards.
4. Key Performance Indicators (KPIs)
Average call handle time: less than 3 minutes per call.
Callback rate within 24 hours: maintained at less than 5%.
Customer satisfaction rating: greater than 4.8 stars.
5. Required Qualifications and Skills
High School Diploma or equivalent.
Excellent oral and written communication skills.
Strong multitasking and time management abilities.
Proficiency in using CRM software and appointment scheduling tools.
Prior experience in a customer service role is preferred.
6. Preferred Experience
Experience within the home services industry.
Familiarity with handyman service operations.
Background in a call center or customer support environment.
Demonstrated success in managing scheduling and customer service tasks.
7. Physical Requirements
Ability to occasionally lift items up to 15 pounds.
Prolonged periods of sitting and performing computer-based tasks.
Minimal travel required to assist in coordinating field service appointments.
Regular use of telephone and computer peripherals.
8. Work Environment and Schedule
Typical work hours: 8:00 AM – 5:00 PM, Monday to Friday.
Occasional extended hours during peak service periods.
Engaged in an office environment with frequent collaboration with field technicians.
Minimal travel required for occasional team meetings and training sessions.
9. Compensation and Benefits
Hourly rate: $15 - $20 per hour based on experience.
Performance-based bonus opportunities.
Comprehensive health, dental, and vision insurance.
401(k) retirement savings plan with company match.
Paid time off, holidays, and additional fringe benefits.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we foster a collaborative, supportive, and innovative work environment where every team member is encouraged to grow.
Our culture is centered around customer-focused excellence, mutual respect, and professional development.
We celebrate achievements together and continuously strive to exceed our customers’ expectations, ensuring that our employees thrive in a dynamic and motivating setting.
Our commitment to teamwork and advancement makes us a leader in the handyman services industry.
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
The calls are short and the jobs are small, but they come from homeowners, renters and property managers who each need something different from the booking.
Renters get notice before the visit
Many calls come from property managers about rented homes. In Kansas, for example, state law lets a landlord enter for repairs at reasonable hours after reasonable notice to the tenant, with an exception for an extreme hazard to life or serious property damage. The CSR books those visits with the manager, confirms the tenant has been told, and notes the tenant's phone number and any pets. Other states set their own notice rules. Source: Kansas Statutes 58-2557, landlord's right to enter.
Smoke alarms have an age limit
Smoke alarm swaps are a common handyman request. The U.S. Fire Administration says alarms need replacing 10 years from the manufacture date. When a caller asks for new batteries, the CSR can ask them to read the date on each alarm and say whether it's hardwired or battery-only, so the tech arrives with the right units. Source: U.S. Fire Administration: Smoke alarms.
Assembly calls are a chance to anchor
Furniture assembly and TV mounting are steady handyman work. The Consumer Product Safety Commission tells families to anchor TVs to the wall even when they aren't wall mounted, and to install the anti-tip devices sold with new dressers right away. A CSR booking an assembly can ask whether the piece should be anchored and what the wall is made of, so the visit is long enough to do it. Source: CPSC: AnchorIt.gov safety education center.
A running list for repeat customers
Homeowners rarely call with one job. They call with a list, then remember more items after the visit is booked. Keep the list on the customer record, add new items as they come in, and offer to fold them into the next visit if the slot allows. Tell the dispatcher whenever the list grows, so the visit length changes too.
How much handyman services 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.
CSRs at handyman companies earn an hourly wage, with a bonus at some companies for confirmed visits. The template's range is well under the industry median BLS reports, and its low end is under the BLS figure for the bottom tenth of earners, so compare it with local job ads before posting.
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 handyman companies 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
A warm, steady phone voice with homeowners, renters and property managers
Typing clean notes while still listening
Booking in a CRM or field service calendar without double-booking
Short follow-up questions about the item, the wall or the access
Turning down work the company doesn't do, kindly
Teach these on the job
Your service menu, minimum charge and trip fee
Which tasks need a long visit and which fit a short slot
Each property manager account's booking rules
Your confirmation and reminder message templates
Bookings go into the job software's calendar and customer file, for example ServiceTitan or Housecall Pro, usually alongside a phone system that shows the caller's history and a shared text inbox. Tell applicants which systems you run and whether web chat and online booking requests are part of the job.
Handyman services 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 · Booking a task list
A caller lists five small jobs: a leaky faucet, two sticking doors, a ceiling fan to install and some drywall holes. Walk me through how you book it.
A strong answer: Asks details and photos for each, notes ceiling height and wiring for the fan, checks what the company does versus a licensed trade, explains pricing and any minimum, and books enough time.
Behavioral · Recovering from a late appointment
Tell me about a time a technician ran late and the next customer called upset. How did you handle it?
A strong answer: Apologized, got a real arrival time from dispatch, offered a new time or a different technician, and called back as promised.
Handyman services customer service representative FAQ
Can a handyman CSR give prices on the phone?
Yes, for set items like the minimum visit charge, the trip fee or a flat price on your menu, such as mounting a TV or swapping a faucet. For anything that depends on what the tech finds, the CSR gives the minimum and explains that the tech confirms the price before starting. Write the phone price list down so every CSR quotes the same way.
How much does a handyman services 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.
Should one person book and dispatch at a handyman company?
In a single small territory, one person can do both. Once several territories run at the same time, split the jobs. Booking needs someone on the phone all day, and dispatching needs someone watching the board and moving techs. When one person tries to do both, calls go to voicemail or the board goes stale.
Who should call a customer when the tech is running late?
Pick one owner. Many companies have the dispatcher text or call, since they see the delay first, and the CSR handles any rebooking. Whoever calls should give a new arrival window, not just an apology, and log the call on the job so the next person who answers the phone knows what was promised.
How should a CSR handle a renter who books a repair?
Ask who owns or manages the home before booking. Many owners and managers want to approve repairs and pay for them, and some leases make the tenant responsible for small fixes. Get the manager's approval and billing details in writing, or book the renter as the paying customer and say so clearly.
What physical tasks does the CSR template describe?
Lifting up to the template's limit means things like a carton of door hangers or a case of paper. The travel line is an occasional trip to a team meeting, a training day or another territory's office. Everything else happens at a desk on the phone and computer. Ask candidates about these tasks in plain terms.
Customer Service Representative in other industries
