Commercial plumbing customer service representative job description
A commercial plumbing customer service representative takes calls from property managers, store managers and general contractors, books service visits, and writes down what the plumber and billing need. They decide which calls can wait and which go to dispatch now.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, plumbing and HVAC contractors · BLS, May 2025
Plumbing - 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 initial point of contact for customers by handling calls, scheduling appointments, and addressing service inquiries for commercial plumbing services. Enhance customer satisfaction by providing accurate and timely information, ensuring a seamless service experience. Support operational efficiency by effectively coordinating client communications with field teams. Contribute to the overall success of the company by ensuring high response quality and managing service scheduling efficiently.
2. Essential Duties and Responsibilities
Answer incoming phone calls promptly and professionally, ensuring customer inquiries are addressed efficiently.
Schedule and coordinate appointments for commercial plumbing services with field technicians.
Resolve customer service issues and provide appropriate solutions and alternatives promptly.
Maintain accurate records of customer interactions, appointments, and service requests.
3. Key Tasks / Daily Activities
Field incoming customer calls and service inquiries via phone and email.
Schedule appointments in real-time while considering field schedules and technician availability.
Update and manage customer records in the scheduling system with precise details of service requests.
Liaise with field technicians to confirm appointments and relay any special customer requirements.
4. Key Performance Indicators (KPIs)
First Call Resolution Rate: Achieve a minimum of 90%.
Appointment Scheduling Accuracy: Maintain a target error rate of less than 3%.
Customer Satisfaction Rating: Exceed 4.8 stars on post-service surveys.
Average Call Handling Time: Maintain an average of under 4 minutes per call.
5. Required Qualifications and Skills
Minimum high school diploma or GED; college coursework preferred.
1-2 years of customer service experience, preferably in service-oriented industries.
Strong communication and active listening skills to ensure efficient customer interactions.
Proficiency with scheduling software and basic computer applications.
6. Preferred Experience
Prior experience in the commercial plumbing or home services industry.
Experience working within a call center or operations support environment.
Familiarity with field service management software and related scheduling tools.
7. Physical Requirements
Ability to sit or stand at a desk for extended periods.
Minimal manual lifting required, typically not exceeding 10 pounds.
Work in an office-based environment with occasional visits to active service areas.
8. Work Environment and Schedule
Typical work hours are Monday through Friday, 8:00 AM to 5:00 PM.
Occasional overtime or shift adjustments based on service demand.
Minimal travel is required, with most tasks performed in an office or remote setting.
On-call support may be required during peak service periods.
9. Compensation and Benefits
Pay range: $15 - $20 per hour, based on experience.
Eligibility for performance-based bonuses.
Comprehensive health, dental, and vision insurance provided.
401(k) plan with company match and additional fringe benefits.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we foster an inclusive culture that values teamwork, innovation, and continuous improvement.
Our commitment to excellence is reflected in our collaborative work environment, where every team member is encouraged to contribute ideas and grow professionally.
We empower our staff to exceed customer expectations, helping both our clients and our employees reach their fullest potential.
Join a company where your role is integral to the community’s satisfaction and the ongoing success of our commercial plumbing services.
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 plumbing contractor
The caller is rarely the person who owns the building or pays the bill. A business with water on the floor or a closed restroom loses money by the hour, and some calls come with rules the customer has to follow.
A restaurant may have to stop serving
Hawaii's food safety code tells a restaurant to stop food operations and notify the health department right away when a sewage backup or a long loss of water service may create an imminent health hazard. So a kitchen caller with a backed-up floor drain or no water is not a next-week booking. Get the address, what's affected and a direct callback number, and hand it to dispatch before you hang up. Source: Hawaii Department of Health: HAR chapter 11-50 food safety code (2025).
An eyewash that won't flow is a safety call
Where workers can be exposed to corrosive materials, OSHA requires suitable facilities in that work area to quickly flush a worker's eyes and body. Shops, labs and warehouses call when a station won't flow or leaks. Book it as urgent. Ask where it is, what work it serves, and whether that work has stopped, so dispatch knows how fast to move. Source: eCFR: 29 CFR 1910.151, Medical services and first aid.
Big customers send work orders through their own systems
Chain stores, banks and property firms often send service requests through a facility management portal, with a work order number, a spending limit and a check-in step. Accept the work order in the portal, copy its number onto your own ticket, and make sure the plumber knows how to check in and out. A skipped step can hold the invoice for weeks.
Buildings you built call back under warranty
When a general contractor or owner calls about a leak in a building your company finished, look up the project before you book anything. Work inside the contract's warranty period usually goes to the project manager, not to service as a paid call. Booking it as billable sends an invoice the customer won't pay and starts an argument nobody needed.
Access rules come before the visit
Hospitals, schools, data rooms and secured offices may want a certificate of insurance on file, a badge, an escort or a set arrival window before a plumber can go in. Ask about access on the first call and write it on the ticket. A plumber turned away at the security desk is a lost hour and a customer who has to call again.
How much commercial plumbing customer service representatives make
Customer service representatives who work for plumbing, heating, and air-conditioning contractors earned a median of $22.22 an hour ($46,210 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 16,240 of the 2,595,750 customer service representatives in that survey work for plumbing and HVAC contractors.
Usually paid by the hour. Even the template's highest hourly figure trails the BLS median here. Check nearby ads for desk jobs before you settle on a rate.
Plumbing and HVAC contractors
$46,210$46,210 median Middle half $39,810–$54,050 10th–90th $36,810–$62,760
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
Plumbing and HVAC contractors
$36,810
$39,810
$46,210
$54,050
$62,760
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS reports plumbing and HVAC contractors together, residential and commercial. 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, clear phone manner with facility managers who need answers now
Accurate notes on location, access and who approved the work
Typing and talking at the same time in a scheduling system
Good judgment on which calls go to dispatch right away
Polite persistence about purchase orders and work order numbers
Teach these on the job
Commercial plumbing terms such as flushometer, booster pump and floor drain
Your largest customers' portals and check-in steps
Your service area and which plumbers cover it
Your ticket fields and booking rules
How warranty calls are passed to project managers
Calls get booked in a service platform like BuildOps, simPRO or ServiceTitan, and chain store work orders arrive through customer portals like ServiceChannel or Corrigo. List the systems you use in the ad, since portal experience saves weeks of training.
Commercial plumbing 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 · Restaurant emergencies
A restaurant manager calls during lunch: floor drains in the kitchen are backing up. What do you ask and do?
A strong answer: Gets the location, which drains, whether it's spreading, when the grease interceptor was last pumped, the authorized contact and purchase order, and passes it to dispatch as urgent.
Behavioral · Handling frustrated businesses
Tell me about a time a business customer was frustrated because a plumbing problem was hurting their operation, like a restaurant with no hot water before service.
A strong answer: Recognized the urgency to their business, gave honest timing, kept them updated without being asked, and followed up after the work was done.
Commercial plumbing customer service representative KPIs
The template's goals are placeholders for a new desk. Once your desk has logged a full busy season, rewrite them from what it saw.
First Call Resolution Rate
Share of calls closed on the first contact, meaning booked, answered or routed with no callback needed. Tag callbacks in your phone or service software and review a sample each week.
Appointment Scheduling Accuracy
Count bookings with a wrong address, access note, contact or job type, found when the plumber arrived or when billing sent the ticket back.
Customer Satisfaction Rating
Survey whoever called in the job, the same way after each visit, and look in the comments for trouble that began at the booking.
Average Call Handling Time
Talk time plus note time per call, from your phone system. Look at it by call type, since setting up a new commercial account takes longer than a status check.
Career path
Receptionist or front deskGreets visitors, routes calls and gets to know the accounts.
Customer service representativeBooks service visits and keeps every ticket complete.
DispatcherAssigns the service plumbers' day and handles urgent calls.
Office managerLeads the office staff, billing and records.
Commercial plumbing customer service representative FAQ
Should a CSR take calls from general contractors on active construction jobs?
Mostly no. A general contractor calling about a schedule, a submittal or a change on a project you're building needs that job's project manager. The CSR takes a clear message, logs it on the project and gets it to the right person fast. Keep a current list of open projects and their project managers at the desk so those calls land in one try.
How much does a commercial plumbing customer service representative make?
Customer service representatives who work for plumbing, heating, and air-conditioning contractors earned a median of $22.22 an hour ($46,210 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $39,810 and $54,050 a year. Pay also depends on your local market, experience and overtime.
What should a CSR collect from a new commercial customer?
The legal business name, a billing contact, who can approve work and up to what amount, any purchase order rules, and the site contact for access. Decide ahead of time what happens on a first emergency call from an account you've never billed, such as taking a card or getting a quick OK from the office manager, so the CSR isn't guessing.
Who covers the phones after hours?
Some contractors use an answering service that pages the on-call plumber, and some forward the line to an on-call phone. Either way, the CSR should read the overnight log first thing, open tickets for anything left unbooked, and call back each customer who was promised a morning visit.
The template mentions light lifting and visits to service areas. What does that involve?
The bulk of the shift is desk work on the phone and computer. Lifting means things like carrying a box of printed forms or setting a parts return on the shelf for pickup. A visit might be walking a large building with a property manager to learn its layout. Spell that out in the ad.
Customer Service Representative in other industries
