House cleaning customer service representative job description
A house cleaning customer service representative books cleans, moves visits and answers questions from recurring customers. They log how each team gets in, take reports of missed rooms or broken items, and call after cleans to check in.
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 clients, ensuring exceptional customer service and seamless service scheduling. Combine strong communication skills with an understanding of housekeeping requirements to enhance the overall customer experience. Contribute to the company’s goal of delivering efficient and timely home services that exceed client expectations.
2. Essential Duties and Responsibilities
Answer incoming client calls and respond promptly to inquiries.
Schedule and coordinate housekeeping services efficiently.
Handle client feedback and resolve service-related issues in a professional manner.
Document service details and communicate effectively with field staff.
3. Key Tasks / Daily Activities
Greet and engage with clients over the phone to assess their needs.
Input and update scheduling information in the service management system accurately.
Follow up with clients post-service to ensure satisfaction and gather feedback.
Collaborate with the housekeeping team to confirm service details and address any issues promptly.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: > 4.8 stars.
Callback Percentage: < 5%.
Service Scheduling Accuracy: 98% or higher.
First Call Resolution Rate: 95% or more.
5. Required Qualifications and Skills
High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.
Minimum 1-2 years of customer service experience in a related field.
Excellent verbal communication and interpersonal skills.
Proficiency with scheduling software and basic computer applications.
6. Preferred Experience
Experience in the home services or cleaning industry.
Demonstrated ability in handling high call volumes in a fast-paced environment.
Previous exposure to customer relationship management (CRM) tools.
Familiarity with scheduling and dispatch systems within a service-oriented company.
7. Physical Requirements
Ability to sit or stand for extended periods during phone calls and computer work.
Occasional walking to support onsite service coordination.
Minimal physical exertion required beyond standard office duties.
Occasional lifting of files or supplies up to 10 pounds.
8. Work Environment and Schedule
Typical work hours from 8:00 AM to 5:00 PM, Monday to Friday.
A professional and collaborative office environment with a focus on customer service excellence.
May require occasional overtime during peak service periods.
Minimal travel expectations within local service areas.
9. Compensation and Benefits
Hourly rate ranging from $15 to $20 depending on experience.
Performance-based bonus opportunities aligned with KPI achievement.
Comprehensive health benefits including medical, dental, and vision coverage.
Additional fringe benefits such as 401(k) matching, paid time off, and professional development support.
10. Company Culture and Overview
Our company fosters a dynamic environment that values integrity, innovation, and teamwork.
We are committed to the growth and success of our employees through continuous training and career development initiatives.
Our culture is built on respect, collaboration, and a shared passion for delivering outstanding home services.
Join us to become part of a dedicated team that transforms the customer experience with every service provided.
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
Few callers are in a hurry or in danger. They let strangers into their home week after week, and they want the same people, on the same day, doing the same good work.
Often the customer isn't home
Many recurring cleans happen while the customer is at work. The CSR records how the team gets in: a lockbox, a garage code, a hidden key or an alarm code. They also note pets to keep inside and rooms to skip. Codes belong in the software's private notes, never on paper. A wrong code leaves a team stuck on the porch, and the customer may get a lockout fee for the office's mistake.
A new face needs a heads-up
Recurring customers get used to their housekeepers and their day of the week. When a housekeeper is out sick, the dispatcher reworks the routes. The CSR then calls each customer who will see someone new. Holidays need the same calls: give every customer booked on the holiday a new day well before it comes.
The booking sets the team's clock
A move-out clean can take far longer than a routine visit to the same house, and a deep clean sits in between. The CSR asks about bedrooms, bathrooms, pets, the last professional clean and add-ons like the inside of the oven. Move-outs need an empty home with power and water on. Book too little time and the team runs late at every home after it.
Complaints happen inside the home
A missed bathroom gets a re-clean under your guarantee, booked quickly and noted for the team. A broken or missing item is harder. The CSR writes down what the customer says, asks for photos, and neither blames the team nor promises a payment. The report goes to a manager the same day, who decides the next step with your insurance.
The review request comes after the check-in
The call after a clean is where the CSR hears about a missed shower or a late team before it shows up online. Fix that first. Then the review link goes to every customer, including those who sounded less than pleased. Google bans asking only happy customers and offering anything for a review. The FTC's review rule bans fake reviews, so no one on staff posts one posing as a customer. Source: Google: Maps user-generated content policy, prohibited and restricted content.
How much house 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 pay, with overtime. The template's KPI bonus works best on measures the CSR controls, like scheduling accuracy.
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 maid services 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 friendly, patient manner with customers who call often
Careful notes on entry codes, pets and room-by-room requests
Stays fair and calm when a customer reports something missing
Keeps calls, texts and emails moving without dropping one
Comfortable working a full schedule on screen
Teach these on the job
What a standard, deep and move-out clean each include
How long each kind of clean takes your teams
The booking system, the customer portal and how reminders go out
How your re-clean guarantee, lockout fee and skip rules work
The neighborhoods and days each team works
Many residential cleaning companies book in maid software like MaidCentral, ZenMaid or Launch27, or in a general field service tool like Jobber. Customers often book, skip or reschedule through an online portal, so the CSR checks those changes and answers the texts they set off. In the interview, ask candidates to walk you through booking a move-out clean in a system they know.
House cleaning customer service representative interview questions
They have their own page: 6 questions that test this job, what strong and weak answers sound like, and a work exercise to run with your finalists.
House cleaning customer service representative KPIs
Set goals from each branch's recent months, and judge holiday weeks against past holiday weeks. Sit down with the CSR once a month to look at the results.
Customer Satisfaction Rating
Average rating from the check-in after each clean. Look through the comments for booking slips, such as the wrong day or a missed add-on, and count those toward the CSR.
Callback Percentage
Share of finished cleans that bring the customer back on the phone with a problem: a missed room, the wrong day, a lockout. Tag each by cause so booking errors and cleaning misses are counted apart.
Service Scheduling Accuracy
Check a sample of bookings each week for the right address, service type, time allowed, entry notes and add-ons. A booking counts as wrong if the team had to call the office to fix it.
First Call Resolution Rate
Share of skip, reschedule, billing and complaint calls settled on the spot. Your phone log shows customers who called again about the same thing within a few days.
Career path
HousekeeperCleans homes and learns what each service takes. Some move into the office.
Customer service representativeBooks cleans, handles changes and logs complaints for a manager.
DispatcherPlans each team's route and fills gaps in the day.
Office managerLeads the office staff and owns billing and records.
House cleaning customer service representative FAQ
What does a house cleaning customer service representative do?
They answer calls, texts and emails from customers, book new cleans and move existing ones, and keep each home's notes current. They take skip and cancellation requests, sort out billing questions, and write up complaints. Between calls they work through changes customers made online and confirm the next day's bookings.
How much does a house 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 do when a customer wants a different housekeeper?
Ask what went wrong and write it down. A complaint about the work, like missed rooms or late arrivals, is a fair reason to change teams and coach the housekeeper. A request based on a housekeeper's race, color, religion, sex, national origin, age, disability or another protected trait is different. The EEOC says job assignments can't be based on those traits, so the CSR passes that call to a manager who handles it with legal advice.
How should a house cleaning CSR handle a customer who wants to cancel?
Ask why, and record the reason in the account. A move, the price, one bad clean or a new team each call for a different answer. If the problem is the schedule or the team, offer a different day, frequency or team once. If they still want to stop, make it easy and thank them. A pushy call can cost you the referral later.
How does a CSR's job differ from a dispatcher's at a cleaning company?
The CSR talks to customers about bookings, changes, questions and complaints. The dispatcher, often called the scheduler, builds each team's route for the day, covers sick calls and keeps drive time down. Small offices often combine them. With several branches they usually split, because a morning of sick calls can take all of one person's attention.
How long before a new house cleaning CSR can work alone?
That varies with call volume and software. Start with a day or two riding along with a team, so they see what a move-out or a first deep clean involves. Next they listen to calls, then handle calls while a senior CSR listens. Teach the lockout, cancellation and broken-item steps early, since those calls go wrong fastest.
Customer Service Representative in other industries
