Janitorial customer service representative job description
A janitorial customer service representative takes calls and emails from the people who manage the buildings a cleaning company serves. They log missed items and extra work requests, get them to the night crew, and follow up the next morning to confirm the fix.
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 seeking janitorial home services. Address service requests, update schedules, and handle client concerns with professionalism and efficiency. Support coordination between customers and the janitorial team to ensure high-quality service delivery.
2. Essential Duties and Responsibilities
Respond promptly to incoming service requests and client inquiries.
Update and maintain accurate service schedules in coordination with the janitorial team.
Address and resolve client concerns with empathy and efficiency.
Coordinate with internal teams to relay job details and ensure service standards are met.
Maintain detailed records of customer interactions and follow-up actions.
3. Key Tasks / Daily Activities
Answer and direct incoming client calls and emails.
Update service schedules and dispatch information in real time.
Monitor and document service request progress and resolution steps.
Liaise with the janitorial team to confirm job assignments and completion status.
Manage client feedback and provide timely and effective responses.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars.
Callback Rate: <5%.
First Contact Resolution Rate: >85%.
Schedule Update Accuracy: 100%.
5. Required Qualifications and Skills
High School Diploma or equivalent education.
1-2 years of proven customer service experience.
Excellent verbal and written communication skills.
Proficiency in scheduling systems, CRM software, and basic computer applications.
Strong problem-solving abilities and attention to detail.
6. Preferred Experience
Previous experience in the janitorial or home services industry.
Familiarity with dispatch and office support tasks.
Experience using customer relationship management tools in a service environment.
Demonstrated ability to work collaboratively in a team-oriented setting.
7. Physical Requirements
Ability to stand or walk for extended periods during work shifts.
Capability to lift or carry items up to 10 lbs if needed.
Comfortable working in varying temperature conditions that may be encountered on-site.
Must be able to use standard office equipment and communication devices.
8. Work Environment and Schedule
Typical work hours: 8:00 AM to 5:00 PM.
Occasional weekend or holiday shifts may be required based on service demand.
Minimal travel required for occasional training or team meetings.
On-call duties may be assigned to address urgent service issues.
9. Compensation and Benefits
Hourly rate: $15.00 - $18.00 per hour.
Eligibility for performance-based bonuses.
Comprehensive health, dental, and vision insurance.
401(k) retirement plan.
Paid time off along with professional development opportunities.
10. Company Culture and Overview
We are a dynamic and inclusive company that values growth, teamwork, and exceptional customer service.
Our culture emphasizes continuous learning and personal development to help you advance your career.
We celebrate innovation and encourage ideas that enhance both service quality and operational efficiency.
Join us to be part of a passionate team committed to making a positive impact in the home 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
A CSR here rarely talks to a homeowner. The callers are facility managers, property managers and office leads, and the work they're asking about happens after everyone goes home.
Tonight's fix, tomorrow's answer
Clients call during the day about something last night's crew missed. Nobody can go right away, so the CSR logs the building, floor and room, gets the note to the lead before the shift, and calls the client back the next morning with what was done. A set cutoff time for same-night requests keeps that promise honest.
Check who can order extra work
In a multi-tenant building, a tenant may call asking for carpet cleaning or a deep clean before an event. Check who is allowed to order and approve extra work under the contract, usually the property or facility manager, before booking it. Otherwise the crew does the work and no one has agreed to pay for it.
Green has a definition
Schools and offices often ask for green cleaning. Don't promise it in general terms. EPA's Safer Choice label marks products with safer chemical ingredients, and EPA names schools and offices among the places they're used. If your crews use labeled products, say which ones. If they don't, say so and pass the request to the account manager. Source: U.S. EPA: Learn about the Safer Choice label.
Promotional emails follow CAN-SPAM
A note telling clients about a carpet cleaning special is a commercial email. The FTC's guide says B2B email gets no exception under the CAN-SPAM Act. Each one needs an opt-out link that works, and the FTC's deadline for acting on one is 10 business days. Messages that only update a client on its own service count as transactional, a category the FTC reads narrowly. Source: FTC: CAN-SPAM Act, a compliance guide for business.
How much janitorial 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 paid hourly. Measured against BLS pay data for janitorial and other building services firms, this template's hourly range sits under the median and near the bottom, so weigh it against local wages first.
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 janitorial 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 calm phone and email manner with facility managers who expect quick answers
Notes a night lead can act on without calling back: building, floor, room and what was missed
Comfort working a CRM or ticket system and a schedule side by side
Follow-through that closes every request the next morning
One to two years in customer service, ideally with business clients
Teach these on the job
Your buildings, contacts and what each contract covers
The cutoff for same-night requests and who to escalate to
Which products your crews use and how to describe them
How extra work gets quoted, approved and passed to scheduling
Your rules for promotional emails and opt-outs
The work runs through a CRM or ticket system, a cleaning scheduling or inspection app, email and a business phone line. Some large clients send requests through their own facilities portal, so ask applicants which portals they have used.
Janitorial 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 · Urgent daytime requests
A facility manager calls: there's a big spill in the lobby and they want someone there within the hour. What do you do?
A strong answer: Gets details (what spilled, where, any hazard), checks for a day porter or nearby crew, gives an honest arrival time, passes it to dispatch, follows up, and logs it.
Behavioral · Repeat callers
Tell me about a time a customer kept calling about the same problem. What did you do?
A strong answer: Took ownership, found why the fix wasn't sticking, got the right person involved, and closed the loop with the customer.
The template's targets give a rough idea. Log a month of your own call volume, then agree on targets with the office manager.
Customer Satisfaction Rating
Send a short survey to the client contact after a request closes, and review the comments with the office manager, not just the score.
Callback Rate
Count requests that come back for the same building and problem soon after they were closed, such as a restroom missed again, and compare them with all requests logged.
First Contact Resolution Rate
From the ticket history, count requests closed without a second call or handoff. A request the night crew fixes counts once the client confirms it.
Schedule Update Accuracy
Check a sample of schedule changes each week against what leads saw on that night's route, and count any that were missing, late or wrong.
Career path
Lead janitorKnows the buildings from the inside and how a night shift closes.
Customer service representativeOwns client requests from the first call to the confirmed fix.
DispatcherPlans the nightly routes and fills open shifts.
Office managerManages invoices, contracts and the people in the office.
Not required. What they do need is a clear picture of the crews' work and of what each contract covers. Have new CSRs spend an evening with a lead on a typical route. They'll learn what a night crew can finish, what takes a separate visit, and why a request logged after the cutoff waits a day.
How much does a janitorial 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.
How should a CSR handle a client who says they might cancel?
Take it seriously and move fast. Log exactly what the client said, which building and which problems, and tell the account manager or general manager the same day. Don't offer credits or price cuts on the call. The CSR's job is to get the right person in front of the client quickly, often for a walk-through the next morning.
Can a CSR quote extra work over the phone?
Only from a set price list for standard extras, if you have one. Floor stripping, carpet extraction and post-construction cleanup depend on square footage, floor type and access, so the CSR books a walk-through instead and passes the notes to whoever prices the job.
What do the CSR template's lines about standing, walking and lifting mean?
Desk work fills most of the day, but the template allows for tasks around it: carrying a box of supplies or keys, touring a client's site alongside a supervisor, or covering a front desk. The temperature line fits an after-hours visit to a building with the heat or air turned down. List those duties in the posting so a candidate who needs an adjustment knows to raise it.
Customer Service Representative in other industries
