Commercial landscape customer service rep job description
A commercial landscape customer service rep takes calls, emails and portal work orders from property managers, HOA boards and facility teams, and turns each one into a scheduled visit or a clear answer. They log every request, tell the field team what the client wants, and follow up until the client confirms the work is done.
By the HireBus team · Updated · Pay data: BLS, May 2025
Landscaping - Commercial - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
Serve as the primary point of contact for inbound customer requests and inquiries in the commercial landscaping sector. Ensure superior client communication to facilitate scheduling, service delivery, and overall customer satisfaction. Contribute to operational efficiency by coordinating with internal teams and managing administrative tasks.
2. Essential Duties and Responsibilities
Handle inbound calls and emails to assess customer needs and provide timely service responses.
Manage scheduling and appointment setting for commercial landscaping projects.
Communicate service details, updates, and follow-ups with clients to ensure clarity and satisfaction.
Coordinate with field teams to relay client requirements and updates.
Maintain accurate records of client communications, appointments, and service requests.
3. Key Tasks / Daily Activities
Answer and resolve inbound customer inquiries and service requests.
Schedule appointments and dispatch service teams based on client needs and project priorities.
Update and manage client data within the CRM system to maintain accurate, real-time information.
Provide proactive follow-up with clients to verify satisfaction and address any issues.
Collaborate with internal departments to streamline operations and improve service turnaround times.
4. Key Performance Indicators (KPIs)
Average Call Response Time: ≤ 30 seconds per call.
Customer Satisfaction Rating: ≥ 4.8 stars based on post-service surveys.
Callback Rate: < 5% for unresolved inquiries.
Scheduling Accuracy: 98% of appointments scheduled without conflicts.
5. Required Qualifications and Skills
High School Diploma or equivalent; additional education or certifications in customer service preferred.
1-3 years’ experience in a customer service role, ideally within a home services or landscaping environment.
Excellent verbal and written communication skills.
Proficient in CRM and scheduling software applications.
Strong problem-solving aptitude and attention to detail.
6. Preferred Experience
Experience in the commercial landscaping, home services, or related industries.
Prior exposure to operations or dispatch roles within customer service environments.
Familiarity with landscaping terminology and service protocols.
Demonstrated ability to manage multiple tasks in a fast-paced environment.
7. Physical Requirements
Ability to remain seated for prolonged periods while using a computer and telephone.
Occasional light lifting (up to 15 lbs) required for handling paperwork and office supplies.
Comfortable working in a typical office environment.
8. Work Environment and Schedule
Standard office hours Monday through Friday with occasional extended hours during peak service demands.
Minimal travel expected between office locations and off-site meetings.
On-call responsibilities may be required during high-demand periods.
A comfortable, professional work setting designed for collaborative communication.
9. Compensation and Benefits
Hourly salary range: $16 - $22 per hour, commensurate with experience.
Performance-based bonuses available based on KPI achievement.
Comprehensive health, dental, and vision insurance coverage.
401(k) plan with company match.
Additional fringe benefits, including paid time off.
10. Company Culture and Overview
We foster an inclusive and collaborative work environment that values growth and innovation.
Our team is committed to delivering exceptional service and building lasting relationships with clients.
We invest in our employees’ professional and personal development, ensuring opportunities for advancement.
Join us if you are eager to contribute to a company that is both patient-centric and forward-thinking.
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 changes for a CSR at a commercial landscaping company
Most callers are managers working for an owner or an HOA board. That changes what a CSR can promise and what goes in the notes.
Residents call, but the board signs
At an HOA, residents call about a dead shrub or a sprinkler soaking the sidewalk, but the board or its management company holds the contract. Log the resident's request, then send it to the manager for approval before any extra work is booked. That keeps crews from doing work nobody will pay for, and it keeps the manager in charge of their own residents.
Portal work orders come with their own steps
Many national retail and office clients send requests through a facilities portal, with a spending cap, a due date and check-in steps for the crew. Miss a check-in or a due date and the invoice can be rejected. A CSR should know each client's portal, who on your team accepts the order, and what proof the client wants when the work is done.
City sidewalk deadlines bring snow calls
Some cities give property owners a short window to clear public sidewalks after snow. Madison, Wisconsin, for example, wants them shoveled by noon the day after the snow stops and may cite owners who miss it. When a property manager calls about a city notice, log the call time, check the site's snow log and get the crew leader moving right away. Source: City of Madison: sidewalk snow and ice removal.
Spray complaints can reach the state
When someone says spray drifted onto their car, garden or pet, take it seriously. Wisconsin's agriculture department takes pesticide misuse complaints and asks callers when and where it happened, who applied it and what the weather was. Write down the same facts and a callback number, and pass them to your licensed applicator and your manager the same day. Don't argue the facts on the call. Source: Wisconsin DATCP: pesticide complaints.
How much commercial landscape customer service reps make
The closest BLS group for commercial landscape customer service reps is customer service representatives. Customer service representatives who work for landscaping companies earned a median of $19.60 an hour ($40,770 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 3,130 of the 2,595,750 customer service representatives in that survey work for landscaping companies.
Hourly pay, often plus a bonus for response and survey targets. Long weeks in busy stretches bring overtime.
Landscaping companies
$40,770$40,770 median Middle half $35,700–$51,490 10th–90th $33,810–$66,830
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
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Landscaping companies
$33,810
$35,700
$40,770
$51,490
$66,830
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS reports residential and commercial landscaping companies together. 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, businesslike tone with property managers by phone and email
Notes complete enough that a crew can act without calling back
Working in a CRM and a scheduling board at the same time
Judgment about what needs a manager's approval before it's booked
Follow-through on open requests until each one is closed
Teach these on the job
Your service lines: maintenance, enhancements, irrigation and snow
Plant, turf and irrigation terms clients use
Each client's portal, contract scope and approval rules
Your snow log and how to read it during a complaint call
Who handles what among account managers, dispatch and the spray team
Expect a CRM or field service system for requests and scheduling, a shared inbox, a phone system with call reports, and the facilities portals your bigger clients use. Name those portals in the ad; someone who already knows one can take portal orders in their first week.
Commercial landscape customer service rep 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 site issues
A property manager emails a photo of a broken irrigation line flooding a sidewalk. What do you do?
A strong answer: Opens an urgent ticket, calls the irrigation tech, tells the property manager where the shutoff is if known, confirms receipt with an arrival time and follows up.
Behavioral · Many business customers
Tell me about a day when several business customers needed answers at once. How did you keep track of them?
A strong answer: Logged each request with a time, ranked them by urgency, gave each customer a realistic reply time and closed them out.
Start from these targets, and swap in your own once you have a month of real call and portal data. Adjust them again before snow season.
Average Call Response Time
Use the phone system's reports for time to answer, broken out by hour of day. Track missed and abandoned calls on their own, since a fast average can hide them.
Customer Satisfaction Rating
After closed requests and each seasonal walk-through, ask the property manager for a quick rating. Count each site once so one busy client doesn't swing the score.
Callback Rate
Count requests that needed a second call or email because the first answer didn't settle it. Tag them in the CRM to see which service line causes the most repeats.
Scheduling Accuracy
Each week, count visits the dispatcher or a crew had to fix after booking because of a double-booking, the wrong site or a missed client time window.
Career path
Customer service representativeTakes requests from property managers and books the work.
DispatcherBuilds crew routes and moves work when weather or crews change.
Account managerLooks after a set of client properties, their renewals and extra work.
Office managerLeads the office and its billing and contract work.
How much does a commercial landscape CSR need to know about irrigation?
Enough to sort the calls. A broken head flooding a parking lot or a valve running all night needs a tech today, and the CSR can walk the caller through shutting off the controller if the site allows it. A dry patch or a timing question can wait for the next scheduled visit. The irrigation tech makes the diagnosis.
How much does a commercial landscape customer service rep make?
Customer service representatives who work for landscaping companies earned a median of $19.60 an hour ($40,770 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $35,700 and $51,490 a year. Pay also depends on your local market, experience and overtime.
What is on-call duty like for a commercial landscape CSR?
Phone and email duty outside office hours when demand runs high, such as a storm night. The CSR logs each call, answers what they can from the contract and the snow log, and hands anything urgent to whoever runs the storm. Arrival times come from that person, not from a guess on the phone.
How does a CSR know if a request is covered by the contract?
Each site's file should show what the contract includes: mowing frequency, how many mulch and flower rounds, pruning visits, irrigation checks and snow terms. The CSR checks that file before answering. If the request falls outside it, the CSR says so plainly, logs it as possible extra work and sends it to the account manager to price.
The CSR template lists sitting and light lifting. How should the ad put that?
As the tasks themselves: long periods on the phone and computer, and carrying paperwork or supplies no heavier than the template lists. That is the whole physical side of this job. Offer to talk through any change a candidate needs to do the tasks.
Customer Service Representative in other industries
