Remodeling customer service representative job description
A remodeling customer service representative handles every new call, email and web form from homeowners thinking about a kitchen, bath or basement project. They book design visits for the sales team, keep lead notes current, and send questions about jobs underway to the right project manager.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, residential builders and remodelers · BLS, May 2025
Serve as the primary point of contact for customers seeking remodeling services. Deliver exceptional service by responding to inquiries, scheduling appointments, and coordinating communications. Contribute to a positive customer experience that underpins the company’s reputation for quality and reliability.
2. Essential Duties and Responsibilities
Respond promptly to customer inquiries via phone, email, and online platforms.
Schedule, confirm, and manage appointments for remodeling projects with precision.
Coordinate communications between customers, project managers, and field technicians.
Maintain accurate records of customer interactions and appointments.
Provide detailed information about remodeling services and project timelines.
3. Key Tasks / Daily Activities
Answer incoming customer calls and emails in a timely and professional manner.
Utilize scheduling systems to organize appointments and follow-up reminders.
Update customer records and input relevant information into the CRM database.
Relay customer feedback and concerns to the appropriate department for resolution.
Monitor daily calendars to ensure efficient allocation of work for service teams.
4. Key Performance Indicators (KPIs)
Appointment Conversion Rate: Achieve a conversion rate of 90% or higher.
Response Time: Ensure initial customer contact within 2 minutes on average.
Schedule Accuracy: Attain 98% accuracy in appointment scheduling and confirmations.
5. Required Qualifications and Skills
High school diploma or equivalent required; associate or bachelor’s degree preferred.
Minimum of 2 years of customer service experience in a related field.
Excellent verbal and written communication skills.
Proficiency with CRM and scheduling software.
Strong organizational skills and attention to detail.
6. Preferred Experience
Prior experience in the home services or remodeling industry.
Familiarity with appointment management systems used in service-based industries.
Experience coordinating communications among multiple departments.
Demonstrated ability to manage customer relationships in a fast-paced environment.
7. Physical Requirements
Ability to work in a standard office environment with occasional site visits if required.
Capability to sit for extended periods while using a computer and phone.
Occasional lifting of items up to 15 pounds may be necessary.
Adequate visual and auditory abilities to interact with customers and team members.
8. Work Environment and Schedule
Typical work hours are Monday through Friday, 9:00 AM to 5:00 PM.
Work is primarily office-based with potential visits to job sites as needed.
Occasional overtime may be required during peak remodeling periods.
Minimal travel between locations is expected.
9. Compensation and Benefits
Hourly rate range of $18 to $24 per hour depending on experience.
Eligibility for performance-based bonus programs.
Comprehensive benefits package including Health, Dental, and Vision insurance.
401(k) plan with company match available.
Additional fringe benefits such as paid time off and employee discounts.
10. Company Culture and Overview
We foster a collaborative environment where teamwork and open communication are highly valued.
Our company is committed to professional growth, ongoing training, and career advancement opportunities.
We pride ourselves on a culture that embraces innovation, diversity, and a customer-first mindset.
Employees are encouraged to contribute ideas and be active participants in the company’s success.
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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Remodeling calls run long and get personal. One caller is planning a kitchen they'll cook in every day for years; the next has water in the ceiling after a storm.
In Louisiana, coverage questions go to the insurer
Louisiana law says contractors, and anyone working for them, may not interpret a homeowner's property insurance policy. They also may not adjust a claim as a public adjuster. When a storm-damage caller asks if insurance will pay, the CSR takes the claim number and adjuster's name for the file. Then the CSR says coverage questions go to the insurer. Source: Louisiana R.S. 37:2159.1, contracting; prohibited acts; property insurance.
The home energy tax credit has ended
Callers still ask about the federal energy credit for new windows, exterior doors, insulation or heat pumps. Per the IRS, only improvements made by the end of 2025 count, so work done in 2026 doesn't qualify. The CSR shouldn't promise any tax break. A tax preparer can answer the rest. Source: IRS: Energy efficient home improvement credit.
VA grants pay for some accessible remodels
Some Veterans use VA housing grants to change a home, such as adding ramps or wider doorways. The VA says a grant can be used up to six times. When a caller mentions one, tag the lead. The salesperson can then ask early what the VA needs from your company. Source: VA: Disability housing grants for Veterans.
Every decision maker at the design visit
A kitchen or whole-home remodel is a big shared decision. Ask who else will choose the layout and sign the contract, and book the design visit for a time they can all be there. A visit with only one of them may mean a return trip before anyone signs.
Know the smallest job you take
A company set up for full remodels can't send a crew to fix one cabinet door. Give the CSR your minimum project and a short list of repair firms to refer. A quick, friendly referral keeps the caller's goodwill for the day they're ready to redo the kitchen.
How much remodeling customer service representatives make
Customer service representatives who work for residential builders and remodelers earned a median of $25.44 an hour ($52,920 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 9,440 of the 2,595,750 customer service representatives in that survey work for residential builders and remodelers.
Hourly pay is the norm, and some remodelers add a bonus for booked design visits. The template tops out a little under the BLS median for residential builders and remodelers; compare it with local ads.
Residential builders and remodelers
$52,920$52,920 median Middle half $42,580–$64,530 10th–90th $34,990–$75,410
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$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
Residential builders and remodelers
$34,990
$42,580
$52,920
$64,530
$75,410
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS reports remodelers and home builders 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 warm, patient manner with homeowners describing a project in their own words
CRM notes a salesperson can read in the driveway before the visit
Booking across several designers' calendars without double-booking
Clear writing for confirmation emails and texts
Judgment about which calls a project manager needs today
Teach these on the job
Your project types, minimum job size and service area
Remodeling words such as rough-in, allowance, selections and punch list
Your CRM, phone system and lead sources
What to say, and not say, about insurance and tax questions
Your rules for design visits and showroom appointments
Leads usually land in a CRM such as MarketSharp, JobTread, Buildertrend or HubSpot, and calls come through a VoIP phone system that logs each one. Put the names in the ad. A rep who already knows your CRM starts faster.
Remodeling 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 · Calming upset homeowners
A homeowner calls upset. Their kitchen is torn out and nobody has been on the job for two days. What do you do on the call?
A strong answer: Listens without interrupting, doesn't guess, checks the schedule, finds out the reason from the project manager, and calls back with a real answer by a time they named.
Behavioral · Prioritizing requests
Tell me about a time a homeowner, a crew on site and a supplier all needed you at the same time. How did you decide what came first?
A strong answer: Sorted by urgency and impact (safety, someone waiting on site, a deadline), handled the top item, told the others when they'd hear back and kept that promise.
Start from your own call logs and CRM history, not the template's sample targets.
Appointment Conversion Rate
Divide booked design visits by qualified calls and web leads, using lead status in your CRM. Leave out callers below your minimum project or outside your area.
Customer Satisfaction Rating
Use ratings from a short survey sent after the design visit is booked, and read the comments for how the first call and confirmations went.
Response Time
Track minutes between a new lead, by phone or web form, and the first live reply, from your CRM and phone time stamps. Show after-hours leads on their own line.
Schedule Accuracy
Count design visits with a booking error, such as a wrong address, time or salesperson, or missing notes. Compare that with all visits booked that month.
Career path
Installation desk associate at a home centerAnswers shoppers' project questions and sees how installs get sold.
Customer service representativeBooks design visits and keeps lead notes clean.
Selections coordinatorWalks homeowners through tile, fixture and cabinet choices and tracks their deadlines.
Office managerRuns the front office, billing and admin staff.
What should a remodeling CSR ask on the first call?
The address, the rooms involved, what's driving the project, when they hope to start and whether they have a budget in mind. Ask the year the home was built, how they heard about you and who else will decide. Those answers tell the salesperson whether to bring a designer, how long to plan for the visit and whether the job fits your minimum.
How much does a remodeling customer service representative make?
Customer service representatives who work for residential builders and remodelers earned a median of $25.44 an hour ($52,920 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $42,580 and $64,530 a year. Pay also depends on your local market, experience and overtime.
What should a remodeling CSR tell a caller who wants work started this week?
Be honest that design, selections and permits come before a crew starts. If water is coming in or a ceiling is sagging, the caller needs a water damage or emergency repair company today, so keep a short list to refer. Then offer your first open design visit, so the remodel can begin once the emergency is handled.
Should the CSR or the sales team book design consultations?
Let the CSR book them. The CSR puts each visit right into a salesperson's or designer's calendar, using rules sales agrees to: areas, project types and visits per day. When salespeople book their own, the easy leads get picked first and the rest wait. The CSR also sends the confirmation and the homeowner's notes the day before.
When would a remodeling CSR carry things or visit a job?
Now and then a CSR drops off a sample board or a binder of finish options at a client's home, or brings boxes of brochures from the shop. Those trips fit the template's 15-pound line. The sight and hearing line means reading the screen and hearing callers. A larger monitor or an amplified headset can help.
Customer Service Representative in other industries
