Commercial remodeling customer service rep job description
A commercial remodeling customer service rep handles the calls and emails that come in from property managers, store owners, dentists and restaurant operators, and books their walk-throughs with a project manager. Once work starts, the rep keeps each client posted, often with a note first thing in the morning after a night shift.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, commercial building contractors · BLS, May 2025
Remodeling - 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 commercial remodeling customers, ensuring inquiries are promptly addressed and consultations are expertly scheduled. Provide ongoing project updates to clients, fostering trust and transparent communication throughout the remodel process. Contribute to a seamless customer experience that underpins the company’s growth and reputation in the home services industry.
2. Essential Duties and Responsibilities
Answer incoming customer inquiries via phone, email, and other channels with professionalism and efficiency.
Schedule consultations between clients and project managers, ensuring optimal timing and availability.
Communicate project updates and milestones to clients, maintaining a clear and consistent dialogue.
Coordinate with internal teams to manage scheduling conflicts and resolve client concerns promptly.
3. Key Tasks / Daily Activities
Respond to customer inquiries and provide accurate information regarding commercial remodeling services.
Schedule and confirm consultation appointments with prospective clients and project teams.
Maintain daily logs of customer interactions, project updates, and consultation appointments.
Follow up with clients post-consultation to ensure satisfaction and address any further questions.
4. Key Performance Indicators (KPIs)
Customer Satisfaction Rating: >4.8 stars.
First-Call Resolution Rate: >90%.
Consultation Scheduling Accuracy: 100% confirmed appointments with minimal rescheduling.
Response Time to Inquiries: <2 minutes average initial response.
5. Required Qualifications and Skills
High school diploma or equivalent; associate degree preferred.
Minimum of 1-2 years of experience in customer service or a related field.
Excellent communication and interpersonal skills with a customer-centric approach.
Proficient in using customer relationship management (CRM) software and Microsoft Office applications.
6. Preferred Experience
Prior experience working within the commercial remodeling or home services industry.
Demonstrated track record of successfully managing customer inquiries in a fast-paced environment.
Experience coordinating between multiple teams and handling scheduling logistics.
Familiarity with project management tools and communication platforms.
7. Physical Requirements
Ability to remain in a seated position for extended periods while communicating with clients.
Occasional need to travel between office locations or client sites as required.
Frequent use of standard office equipment such as computers and telephones.
Standard working hours during weekdays with occasional flexibility during peak project periods.
Office-based role with opportunities for remote work as needed.
Minimal travel required for team meetings and client site visits.
On-call availability during high-demand periods to support customer needs.
9. Compensation and Benefits
Hourly rate range: $15 - $20 per hour based on experience.
Performance-based bonus structure tied to key customer satisfaction and scheduling efficiency metrics.
Comprehensive health, dental, and vision insurance plans.
401(k) plan with company matching, paid time off, and other fringe benefits.
10. Company Culture and Overview
We are a growth-oriented company that values integrity, collaboration, and continuous improvement.
Our supportive work environment is designed to empower employees to succeed and climb the career ladder.
We celebrate diversity and strive to create an inclusive atmosphere that nurtures individual talent and team success.
Our commitment to customer satisfaction and excellence drives us forward every day.
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].
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What changes for customer service at a commercial remodeler
Callers here run stores, offices, clinics and restaurants. Their questions bring rules and approvals that a homeowner's call never does, and the work often happens while they sleep.
Restaurant plumbing gets its own review
In the part of Maryland served by WSSC Water, plumbing plans are needed for most commercial construction. Food service places always get a plan review, because the utility checks how they will handle fats, oils and grease. When a restaurant calls, note whether sinks, floor drains or the grease trap will change. The project manager can then plan for that review before giving a start date. Source: WSSC Water: Plumbing, mechanical and engineering plan review.
Dental offices may need a new amalgam separator
EPA's dental rule requires most offices that place or remove amalgam fillings to run an amalgam separator. One put in before June 14, 2017 only counts until it is replaced or until June 14, 2027, whichever comes first. Offices that practice only orthodontics, oral surgery or certain other listed specialties are exempt. When a dentist calls about a remodel, ask about the separator so plumbing is part of the first visit. Source: eCFR: 40 CFR part 441, dental office point source category.
Night work means morning updates
When crews work overnight in a store or office, the client walks in at opening and sees what changed. Get the supervisor's end-of-shift notes and photos before the client's doors open. Then send a short update: what got done, what's next, and anything staff need to move or approve. A client who hears first from you doesn't call in upset.
The store manager may not be the client
With chain stores and franchise restaurants, the local manager runs the floor, but a corporate construction or facilities manager often approves the work and the dates. Keep store staff in the loop on noise, dust and closed areas. Send approvals, schedule changes and extra work to the person the contract names, and copy the store when it affects them.
How much commercial remodeling customer service reps make
The closest BLS group for commercial remodeling customer service reps is customer service representatives. Customer service representatives who work for commercial and industrial builders earned a median of $26.40 an hour ($54,900 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 550 of the 2,595,750 customer service representatives in that survey work for commercial building contractors.
Most reps here are paid by the hour, plus a bonus for satisfaction and scheduling results. The template's hourly pay trails the BLS median for customer service reps at commercial building contractors, so compare it with what local employers offer.
Commercial building contractors
$54,900$54,900 median Middle half $31,300–$69,110 10th–90th $18,670–$77,760
All industries
$44,770$44,770 median Middle half $36,870–$51,780 10th–90th $31,750–$63,590
$10k$20k$30k$40k$50k$60k$70k$80k$90k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Commercial building contractors
$18,670
$31,300
$54,900
$69,110
$77,760
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for commercial remodelers on their own. These figures cover nonresidential building construction, 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, friendly phone manner with busy business owners
Careful notes in the CRM on every call and every promise
Booking several people's calendars at once without mistakes
Short written updates a client can read in a minute
Good sense about what to answer and what to hand to a project manager
Teach these on the job
The kinds of spaces you remodel and what each one asks for
Words such as punch list, change order and tenant improvement
Restaurant and dental questions to flag on the first call
Your CRM and project software
Your update format and who gets each job's updates
Reps track leads in HubSpot, Salesforce or a similar CRM and pull job photos and notes from project software such as Procore. A shared calendar that shows every project manager's walk-throughs keeps double bookings down.
Commercial remodeling 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 · Worried clients
A restaurant owner calls, worried by a rumor that their remodel won't finish before the reopening date. What do you do?
A strong answer: Takes details, doesn't guess, gets the project manager's current status, calls back by a set time with facts, and logs it.
Behavioral · First-call resolution
Tell me about a time you settled a commercial client's question on the first call, like an invoice question or a crew arrival time, without passing it along.
A strong answer: Had the job notes or schedule open, gave a confirmed answer within their authority, logged it, and told the project manager what was promised.
Treat the template's goals as samples. Your phone logs, booking calendar and survey scores show where the desk stands today. Pick targets that match the clients you serve.
Customer Satisfaction Rating
Send a short survey after each walk-through and again at job closeout, and read the comments with the score. Sort results by client type, since a property manager and a restaurant owner judge service differently.
First-Call Resolution Rate
Log each call as settled on the call or passed on, with the reason. Review the passed-on list each month to find answers the rep could give after a little training.
Consultation Scheduling Accuracy
Count walk-throughs that happened as booked, with the right project manager and the client's decision maker there. Track each reschedule and its cause, such as a wrong suite number or no building contact.
Response Time to Inquiries
Use time stamps from your phone system and shared inbox to measure the gap between a new inquiry and the first reply. Look at inquiries that arrive after hours on their own.
Career path
Shift lead at a store or restaurantLearns what owners worry about when work disrupts the floor.
Customer service representativeRuns first calls, walk-through booking and client updates.
Project coordinatorLogs client change requests and chases their sign-off for the project managers.
Office managerLeads the reps and coordinators who handle clients and paperwork.
Should the customer service rep give a price over the phone?
No firm prices. A commercial price depends on drawings, the building's rules, night work and what's behind the walls. The rep can say whether the job fits the kind of work you take, what the walk-through covers and who will be there. If a caller pushes for a number, the rep books the walk-through and tells them when to expect a proposal.
How much does a commercial remodeling customer service rep make?
Customer service representatives who work for commercial and industrial builders earned a median of $26.40 an hour ($54,900 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $31,300 and $69,110 a year. Pay also depends on your local market, experience and overtime.
What does a project manager need to know before a commercial walk-through?
The address and suite, the rough size of the space, and whether the business stays open during the work. Add the property manager's name, whether drawings exist, and the date the client needs to open or move in. Ask about parking and building access for the visit too. A project manager who walks in with this list can skip half the questions.
Can a customer service rep at a commercial remodeler work from home?
Often, part of the week. Calls, email and CRM work can be done anywhere if your phone system and software run in the cloud. Some days still need the office, such as when the rep meets clients, trains or covers the front desk. Put the in-office days in the job ad so nobody is surprised.
Who does what, the customer service rep or the dispatcher?
The rep looks after clients: first calls, walk-through bookings and updates. The dispatcher looks after crews: who goes where, with what, and when. When a client asks to move a work night, the rep takes the request and passes it to the dispatcher and the project manager. Then the rep confirms the new date with the client.
Customer Service Representative in other industries
