Property preservation services customer service representative job description
A property preservation customer service rep answers banks, servicers and real estate agents about their work orders, books visits and inspections with the field team, and logs every update. When the company's number is the one posted on a vacant house, they also take calls from neighbors, city inspectors and police.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, building services companies · BLS, May 2025
Property Preservation Services - 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 property preservation inquiries while ensuring excellent communication between clients, banks, and real estate firms. Coordinate scheduling of property visits and follow-ups to ensure timely service delivery. Contribute to efficient property maintenance operations through exceptional customer service and detailed documentation.
2. Essential Duties and Responsibilities
Respond promptly to inquiries from banks, real estate firms, and property owners regarding property preservation services.
Schedule property visits, inspections, and maintenance activities in coordination with field teams.
Maintain clear and professional communication with all stakeholders via phone, email, and other channels.
Document all customer interactions, scheduling details, and service updates accurately in the system.
3. Key Tasks / Daily Activities
Answer and field customer inquiries regarding property preservation services.
Coordinate and schedule property visits and inspections based on client and field team availability.
Follow up with banks and real estate firms to confirm scheduled appointments and resolve scheduling conflicts.
Update service records and communicate status updates to senior management and field teams.
4. Key Performance Indicators (KPIs)
Customer Inquiry Response Time: target response within 2 hours of receipt.
Visit Scheduling Efficiency: achieve a scheduling accuracy rate of 98%.
Customer Satisfaction Rating: maintain an average rating of >4.8 stars.
Callback Rate: keep callback rates to less than 5%.
5. Required Qualifications and Skills
High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
1-2 years of customer service experience, preferably in home services or property-related sectors.
Excellent verbal and written communication skills.
Proficiency in scheduling software and basic computer applications.
6. Preferred Experience
Experience in property preservation, real estate, or banking environments.
Familiarity with property inspection and maintenance processes.
Previous role involving coordination between multiple stakeholder groups.
Proven track record in managing high-volume customer communications.
7. Physical Requirements
Ability to sit for extended periods while using a computer and phone.
Some local travel required to attend property visits or team meetings.
Occasional lifting of moderately heavy documents or portable equipment (up to 15 lbs).
Work in a standard office environment with potential for field visit conditions.
8. Work Environment and Schedule
Standard office hours, typically Monday through Friday.
Occasional evening or weekend hours may be required during peak periods.
Minimal travel for property visits or team meetings as needed.
On-call duties during service emergencies on a rotational basis.
9. Compensation and Benefits
$16 - $20 per hour, depending on experience and qualifications.
Eligible for performance bonuses based on customer satisfaction and scheduling efficiency.
Health, Dental, and Vision insurance coverage provided.
401(k) retirement savings plan with company match and additional fringe benefits.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we foster a culture of inclusivity, professional growth, and teamwork.
We are dedicated to delivering exceptional service in the property preservation industry and encourage continuous learning and development.
Our collaborative work environment is designed to support your success while helping our valued customers maintain high property standards.
Join our team to be part of an organization that values innovation and a customer-first philosophy.
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
Once a house is listed for sale, agents call for lockbox codes or a meeting at the door. Give access only to people the client has named, by name and brokerage, and log who got it and when. A code handed to the wrong caller can lead to a break-in the company then has to re-secure.
Loan questions belong to the servicer
Former owners and tenants dial the posted number too, asking about the loan, a move-out date or items left inside. The CSR doesn't speak for the bank. Take their name and number, share the servicer's contact if the client allows it, and log the call so the client hears about it today.
How much property preservation services 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.
Paid by the hour, with a bonus tied to client satisfaction and scheduling accuracy, as the template describes.
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 property preservation 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 clear, polite phone manner with bank staff, agents and upset neighbors
Exact notes: address, order number, caller and what was promised
A year or more of customer service or scheduling work
Good sense for what needs a crew today and what can wait
Working in several portals and a work order system at once
Teach these on the job
Each client's portal, status codes and contact rules
Preservation terms such as first-time vacant, rekey, winterization and conveyance
Which city offices send code notices and how to read them
When to hand a call to dispatch or the office manager
The towns your crews cover
Phones, email, the company's work order system and each client's vendor portal, where order updates are posted. A shared inbox for code notices and agent requests keeps calls from getting lost between shifts.
Property preservation services 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 · Neighbor reports
A neighbor calls about tall grass and an open back door at a vacant property we service. What do you do?
A strong answer: Gets the address and details, thanks them, creates an urgent work order or alerts the right person, notifies the client per process and documents it.
Behavioral · Coordinating several parties
Tell me about a time you had to coordinate a visit or task between several people who wanted different things, such as a client, an agent and a field crew.
A strong answer: Kept one written record, told each party what the others needed, proposed a time or plan that worked and confirmed it with everyone.
Property preservation services customer service representative KPIs
Use the template's targets as a place to begin. Count a few weeks of your own calls, portal messages and bookings, then set numbers that match them.
Customer Inquiry Response Time
Time from a portal message, email or voicemail arriving to the first real reply, from the system's timestamps. Report client messages and calls to the posted line separately.
Visit Scheduling Efficiency
Compare each booked visit or inspection with what happened: right house, right date, right crew. Count bookings moved because of a booking mistake, not because of weather.
Customer Satisfaction Rating
Use client ratings where clients send them, plus a short survey to agents and city contacts. Read the comments each month, not only the score.
Callback Rate
Count repeat calls from one caller on one house and issue, where the first answer or follow-up fell short. Pull them from the call log by address.
Career path
Front desk or call center agentLearns to take a clean message and calm an upset caller.
Customer service representativeOwns client and public calls and books field visits.
Client relations leadHandles one or two large clients' portals, scorecards and requests.
Property preservation services customer service representative FAQ
A neighbor reports someone inside a vacant house. What does the CSR do?
If someone may be inside right now, ask the caller to call 911 and stay away from the house. Then take the address, what they saw and a callback number, and tell the client and dispatch. A crew should go only after police have cleared the house, to re-secure doors and windows and take photos.
How much does a property preservation services 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.
Who updates the client portal, the CSR or the dispatcher?
Split it by type. The dispatcher updates crew assignments and completion, since those come from the field. The CSR posts messages to the client, such as a delay, a code notice or a caller's report, and answers the client's questions. Write the split down so no update goes out twice or not at all.
What do the template's travel and lifting lines mean?
Now and then the CSR drives to a house to meet an agent, an inspector or a client, or carries a lockbox, a camera bag or a box of files. A field visit can mean walking through an empty house that is dusty, cold or without power. Note in the ad roughly how often this comes up, and be open to a candidate's request to do a task differently.
What background makes a good preservation CSR?
People from a title office, a mortgage servicer's call center, property management or an insurance claims desk already know lender terms and careful notes. A call center agent who has handled a high volume of tickets can learn the rest. Ask each candidate to log a sample call while they take it.
Customer Service Representative in other industries
