Junk removal customer service representative job description
A junk removal customer service representative answers calls, emails and texts from people clearing out homes, garages and offices. They explain pricing, book the truck, take payment after the job, log feedback and pass any problem, like a missed item or a scuffed wall, to the right manager.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, waste collection companies · BLS, May 2025
Serve as the primary point of contact for customers seeking junk removal services, ensuring a seamless and positive customer experience. Play a critical role in managing inquiries, scheduling jobs, processing payments, and gathering post-service feedback to support business growth and operational excellence.
2. Essential Duties and Responsibilities
Handle phone, email, and text inquiries promptly and professionally.
Explain pricing details and service options to prospective customers.
Schedule jobs efficiently to maximize service delivery and customer satisfaction.
Process payments and maintain accurate records.
Follow-up with customers to collect post-service reviews and feedback.
3. Key Tasks / Daily Activities
Respond to customer communications and resolve queries with clarity and empathy.
Liaise with the service delivery team to confirm job schedules and special customer requirements.
Provide detailed service information and pricing to ensure customer understanding.
Process payment transactions securely through designated platforms.
Document feedback and escalate any service issues for further resolution.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars.
Response Time to Inquiries: <2 minutes per inquiry.
High school diploma or equivalent; college degree preferred.
1-2 years of customer service experience in a fast-paced environment.
Excellent verbal, written, and interpersonal communication skills.
Proficient in using communication platforms and customer management software.
6. Preferred Experience
Experience in the home services or junk removal industry.
Background in operations or administrative support roles.
Familiarity with digital payment processing systems and CRM software.
7. Physical Requirements
Ability to sit or stand for extended periods during shifts.
Occasional lifting of lightweight materials (up to 10 lbs) for handling paperwork or device setups.
Comfortable working in an office environment with standard equipment.
8. Work Environment and Schedule
Typical work hours: Monday to Friday, 9:00 AM to 5:00 PM.
Possibility of occasional extended hours during peak seasons.
Minimal travel; primarily remote communication via telephone and internet.
9. Compensation and Benefits
Hourly rate: $15 to $20 per hour, based on experience.
Eligibility for performance bonuses based on customer satisfaction and efficiency metrics.
Health, Dental, and Vision insurance coverage.
401(k) retirement plan with company match.
Paid time off and holiday benefits.
10. Company Culture and Overview
Committed to fostering a supportive and growth-oriented environment for all employees.
Encourage continuous learning, professional development, and upward mobility.
Embrace innovation and customer-centric strategies to stay ahead in the home services market.
Value diversity, integrity, and teamwork as core principles.
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
What's different about customer service in junk removal
Callers are often in the middle of a move, a death in the family or a garage they've put off for years. The CSR has to know what the trucks take, what goes elsewhere and what the crew will find.
Paint and chemicals go somewhere else
EPA lists paints, cleaners, oils, batteries and pesticides as household products that can contain hazardous ingredients. It tells people to ask their local solid waste agency how to get rid of them. When a caller mentions a shelf of old cans, the CSR says which ones the trucks won't carry. Then they give the nearest drop-off or collection day. Source: EPA: Household hazardous waste.
Office cleanouts can hold private records
The FTC's Disposal Rule covers any business that uses consumer reports, including landlords and employers. The FTC names burning, pulverizing or shredding those papers, or hiring a document destruction contractor, as reasonable ways to get rid of them. When a property manager calls about old file cabinets, the CSR asks what's inside. If you offer shredding, say so. If not, ask the customer to shred first. Source: FTC: Disposing of consumer report information? Rule tells how.
Buildings have their own rules
Apartment, condo and office buildings may want a certificate of insurance, a booked elevator or a loading dock time before a truck pulls up. The CSR asks about these at booking. They also ask about the floor, stairs and parking, and put the answers where the operations team will see them. A crew turned away at the lobby is a lost slot.
Estate calls need the right yes
After a death, the person calling may be one of several family members, an executor or a landlord. Ask who has the right to clear the home and who will be there to point out what stays. Get that person's approval in writing before the crew arrives, so a relative doesn't turn up halfway through the job to stop it.
How much junk removal customer service representatives make
Customer service representatives who work for waste collection companies earned a median of $21.51 an hour ($44,740 a year) in May 2025, according to the Bureau of Labor Statistics. That’s about the same as the $44,770 median for customer service representatives in all industries. About 4,880 of the 2,595,750 customer service representatives in that survey work for waste collection companies.
Paid by the hour, often with a bonus for good ratings and clean bookings. Check local wages too, since BLS puts the typical wage for this job at waste haulers above the template's range.
Waste collection companies
$44,740$44,740 median Middle half $38,650–$50,780 10th–90th $36,560–$60,590
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
Waste collection companies
$36,560
$38,650
$44,740
$50,780
$60,590
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for junk removal companies on their own. These figures cover waste collection, 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
Stays warm and patient with callers dealing with a loss or a move
Writes booking notes a crew can act on without calling back
Explains item fees plainly, without pressure
Takes card payments carefully and checks every amount
Says no to an item kindly and offers somewhere else for it
Teach these on the job
What the trucks accept and what goes to drop-off or collection days
Your price list, item fees and minimum charges
Your CRM, phone system and payment tools
Building, HOA and parking rules in your service area
Which items each donation or recycling partner accepts
The CSR books jobs in the CRM, calls and texts through the phone system, and takes cards by reader or payment link. Name each one in the posting, and note if web chat and online bookings are part of the job.
Junk removal 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 · Items we don't take
A caller wants us to take paint cans, a propane tank and old car batteries along with furniture. What do you tell them?
A strong answer: Checks the company's list, politely explains which items it can't take, points them to the local household hazardous waste drop-off or a retailer take-back for batteries, and books the rest.
Behavioral · Explaining unwelcome rules
Tell me about a time you had to explain a rule or price to someone who didn't like it, at work, school or volunteering.
A strong answer: Stayed calm, explained the reason in plain words and offered an option.
Use the template's numbers as a guide only. Build your own from a month of call and booking records, and look again before the busy season.
Customer Satisfaction Rating
Average the star ratings from customers this rep booked or helped, pulled from your review and survey tools, and read the comments for what the rep said or missed.
Response Time to Inquiries
Time from a call, text or email arriving to the first real reply, measured by channel during open hours. Track missed calls and after-hours messages on their own.
Scheduling Accuracy
Share of bookings where the date, address, item list, access notes and truck slot matched what the crew found. Use crew reports and reschedules to find the misses.
Payment Processing Efficiency
Each day, check processor payments against the CRM's closed jobs. Count wrong amounts, double charges and refunds caused by entry errors.
Career path
Restaurant, retail or call center jobLearns to stay polite with a line of people waiting.
Customer Service RepresentativeBooks the trucks, takes payments and handles follow-up for every caller.
DispatcherMoves from booking jobs to running the crews' day.
A Vermont caller wants old paint cans gone. What should the CSR say?
Vermont runs a paint stewardship program. It takes leftover household paints, stains and varnishes for free at participating drop-off sites. For a few cans, point the caller there rather than adding an item fee. If the paint sits in a full garage cleanout, follow your policy on what the crew may carry, and say so before the booking is final.
How much does a junk removal customer service representative make?
Customer service representatives who work for waste collection companies earned a median of $21.51 an hour ($44,740 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $38,650 and $50,780 a year. Pay also depends on your local market, experience and overtime.
Why does a CSR template mention lifting 10 pounds?
Very little lifting. Turn it into the tasks you actually have, such as carrying a box of printer paper or brochures, setting up a headset, phone or tablet, and moving a file box between desks. The line about sitting or standing through a shift means taking calls and messages at a desk, so say whether you offer a standing desk.
Should the CSR take payment when the job is booked?
For most junk jobs the final price is set when the crew sees the load, so the CSR sends a payment link or runs the card after the crew closes the job. A deposit can make sense for a large cleanout that ties up a truck for the day. Put the deposit and refund terms in the booking confirmation so nobody argues later.
How can I test a junk removal CSR candidate?
Run three short role plays. One caller has a garage with paint and pool chemicals. One is a tenant leaving a fourth-floor walk-up. One is upset that the crew came late. Score whether the candidate asks about access and items, turns down what you can't take kindly, and writes notes a crew could follow.
Customer Service Representative in other industries
