Lighting installation customer service representative job description
A lighting customer service representative books estimates and service calls for retrofits, landscape lighting and holiday displays. In fall they renew holiday customers, take deposits, confirm install and takedown dates, and call ahead when wind or rain moves a crew.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, electrical contractors · BLS, May 2025
Lighting Installation - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Administration
Reports to:
Office Manager
Location:
[INSERT LOCATION HERE]
1. Position Summary
You'll answer calls and messages from homeowners, businesses and property managers. You book estimates and service calls, confirm holiday lighting install and takedown dates, take deposits, and keep customers informed when weather or crew changes shift the schedule.
2. Essential Duties and Responsibilities
Answer calls, texts, emails and web requests, and book estimates in [your field service software].
Take holiday lighting renewals and deposits, and confirm install and takedown dates.
Book service calls for lights that are out, timer problems and landscape lighting issues, and gather details for the technician.
Call customers ahead of time when weather or crew changes move their appointment.
Explain what our services include and when to expect a proposal, and send pricing questions to sales.
Log every call and keep customer records current.
3. Key Tasks / Daily Activities
Return voicemails and web requests that came in overnight.
Confirm tomorrow's appointments with customers.
Answer in-season questions about decor, timers and takedown dates.
Take payments and update account notes.
4. Key Performance Indicators (KPIs)
Calls answered live: [your target].
Inquiries booked as estimates or service calls: [your target].
Return call time: [your target].
Holiday renewals booked by phone: [your target].
Customer satisfaction score: [your target].
5. Required Qualifications and Skills
[1+] years of customer service or call center experience.
Friendly, clear phone manner.
Fast, accurate typing and record keeping.
Ability to keep up with heavy call volume in the holiday season.
6. Preferred Experience
Experience at a home service or contracting company.
Experience with field service software.
Bilingual in English and [a language your customers speak].
7. Physical Requirements
Sit at a computer with a headset for most of the day.
Type and use a mouse for long periods.
With or without reasonable accommodation.
8. Work Environment and Schedule
Office-based at [main office location][, with remote options].
Regular hours: [8 a.m. to 5 p.m., Monday through Friday].
Extended hours and some Saturdays from [September through January].
9. Compensation and Benefits
Pay: [range and hourly or salary basis].
Additional pay: [overtime, bonus or incentive terms, or none].
Benefits: [health, dental, vision, retirement, paid time off, and when they start].
10. Company Culture and Overview
[Two or three sentences on what your company does, the area you serve, and the support a new customer service representative gets in the first 90 days.]
11. How to Apply
[Apply link or email]. Our process: [phone interview, in-person interview, and next steps]. Contact [hiring contact] if you need an accommodation during the application process.
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The desk serves three very different callers: a homeowner booking a holiday display, a store manager whose lot lights died, and a couple who want their garden lit. The fall rush changes the job most.
Bargain strands can be a federal hazard
Some customers ask the crew to hang lights they bought online. CPSC rules deem seasonal and decorative lighting that lacks any one of UL 588's wire size, strain relief or overcurrent protection requirements a substantial product hazard. Don't promise on the phone to hang a customer's own strands. Note the brand, ask for a photo of the label, and let the crew lead decide on site. Source: eCFR: 16 CFR 1120.3, products deemed substantial product hazards.
Customers want to plug in extras
In December, people call to add a new inflatable or an old strand to the company's display. CPSC's holiday safety advice is to never string together more than three sets of incandescent lights and never overload outlets. Book a service visit rather than talking the caller through it, and log what was added so the crew knows before takedown. Source: U.S. Consumer Product Safety Commission: Holiday safety.
Install day isn't light-up day
Holiday crews start hanging lights weeks before most customers want them glowing. Explain that the display goes up on the booked day, gets tested, and then a timer turns it on from the date the customer picks. Callers who hear this early stop pushing for a Thanksgiving weekend install the calendar can't hold.
Wind damage calls in December
A windy night can pull a strand off a gutter or knock a wreath loose. Ask what came down, whether anything hangs over a walkway or driveway, and whether it's still lit. If a fallen strand is still lit, ask the customer to switch it off at the timer without touching the strand. Check what the holiday contract covers before mentioning any charge, and send the rest to sales.
How much lighting installation customer service representatives make
Customer service representatives who work for electrical contractors earned a median of $22.96 an hour ($47,750 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 4,280 of the 2,595,750 customer service representatives in that survey work for electrical contractors.
Usually paid hourly, with overtime from September through January when the desk stays open longer.
Electrical contractors
$47,750$47,750 median Middle half $38,840–$59,820 10th–90th $35,420–$70,240
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
Electrical contractors
$35,420
$38,840
$47,750
$59,820
$70,240
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for lighting installers on their own. These figures cover electrical contractors, which include them. Post a real range for your market in the ad.
Skills to hire for, and what you can teach
Hire for these
A warm, clear phone voice with homeowners and store managers alike
Typing notes while talking, with addresses and gate codes spelled right
Explaining dates and what's included without quoting prices
Keeping up when fall call volume spikes
Taking card payments by phone with care
Teach these on the job
Your holiday program options and renewal terms
Landscape lighting terms such as transformer, timer and photocell
Your field service software and payment tools
Which service calls go to which technician
Enough about utility rebates to route the question
The CSR books jobs in the scheduling app your crews use, for example Jobber or Housecall Pro, works a shared phone and text inbox, and takes deposits through a card terminal or payment link. A satellite map view helps confirm a roofline before sales goes out.
Lighting installation 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 · Weather reschedules
Wind is too high for roof work, and you have to move [12] holiday installs. What do you tell customers?
A strong answer: Calls before the crew would arrive, explains the safety reason, offers new dates, puts customers with events first and logs every change.
Behavioral · Keeping quality at high volume
Tell me about a time you kept notes and bookings accurate during a rush of calls, such as the first weeks of holiday lighting season.
A strong answer: Used notes and templates, stayed calm, returned calls promptly and kept records accurate.
Lighting installation customer service representative FAQ
What questions should the desk ask before a holiday lighting estimate?
Get the address and a good callback time first. Then ask what they want lit, such as the roofline, trees, walkways or wreaths, how many stories the house has, and whether there's an outdoor outlet near each area. Ask about gates, dogs and any HOA approval. A photo of the front of the house by text helps sales prepare before the visit.
How much does a lighting installation customer service representative make?
Customer service representatives who work for electrical contractors earned a median of $22.96 an hour ($47,750 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $38,840 and $59,820 a year. Pay also depends on your local market, experience and overtime.
Why shouldn't the CSR quote holiday lighting prices?
Price depends on feet of roofline, height, tree sizes and how much the customer wants lit, and a number tossed out over the phone can become a dispute at the door. The template sends pricing questions to sales. The CSR can explain what's included, such as install, service visits, takedown and storage if you offer it, and say when the proposal will arrive.
How should a lighting company staff the phones in the fall?
Plan around the renewal push in late summer and the install weeks that follow. Train a temporary helper or the office assistant in September to take messages and confirm dates, while full-time CSRs handle new bookings and payments. Keep one person on service calls so a dark display doesn't wait behind new estimate requests.
What should a CSR ask a business whose parking lot lights are out?
Ask how many poles are dark, whether the lights cycle on and off, and whether it's the whole lot or one row. Note the hours the lot is open and who can meet a technician after dark. A dark lot worries the business about safety and break-ins, so mark these calls urgent and get them to the dispatcher the same day.
Customer Service Representative in other industries
