Residential developer customer service representative job description
A residential developer customer service representative answers buyers' calls and emails about homes and lots for sale. They book walk-throughs, log every contact in the CRM, and after closing they route each buyer concern to the right team and follow it until it's fixed.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, residential builders and remodelers · BLS, May 2025
Residential Builders / Developers - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
The Customer Service Rep (CSR) is a key representative for our residential builders and developers, responsible for addressing buyer inquiries, scheduling walk-throughs, and handling post-sale concerns. This role is crucial in ensuring a seamless customer experience from initial contact through post-sale support, thereby contributing to sustained customer satisfaction and long-term company growth.
2. Essential Duties and Responsibilities
Respond promptly and professionally to buyer inquiries via phone, email, and in-person channels.
Schedule and coordinate property walk-throughs for potential buyers.
Address and resolve post-sale concerns to ensure ongoing customer satisfaction.
Collaborate closely with sales, operations, and construction teams to align customer expectations with available services.
Maintain accurate and up-to-date records of all customer interactions in the company’s CRM system.
3. Key Tasks / Daily Activities
Answer inbound customer calls and emails, providing timely solutions.
Organize and confirm scheduled walk-through appointments to optimize customer engagement.
Follow up with customers post-sale to resolve issues and gather feedback.
Update and maintain customer records daily to ensure data integrity and continuity in service.
Liaise with internal teams to relay customer insights and contribute to process improvements.
4. Key Performance Indicators (KPIs)
Buyer Inquiry Response Time: 90% of inquiries responded to within 24 hours.
Scheduled Walk-Through Rate: Achieve at least an 80% conversion rate from qualified inquiries.
Customer Satisfaction Rating: Maintain an average rating of >4.8 stars.
Post-Sale Follow-Up Completion: Complete follow-ups in 95% of cases within two weeks.
5. Required Qualifications and Skills
High school diploma or equivalent; Bachelor’s degree preferred.
Minimum of 2 years of customer service experience, preferably in the home services industry.
Excellent verbal and written communication skills with a strong attention to detail.
Proficiency in CRM software and standard computer applications.
6. Preferred Experience
Prior experience working within residential building, development, or similar industries.
Demonstrated ability to manage high-volume customer interactions and resolve issues effectively.
Familiarity with real estate or property sales processes.
Experience in a fast-paced, customer-centric environment.
7. Physical Requirements
Ability to sit for extended periods during periods of high customer interaction.
Capability to occasionally lift up to 15 lbs. for transporting marketing or property materials.
Flexibility to visit local property sites as needed.
Work primarily in an office environment with some field-based assignments.
8. Work Environment and Schedule
Typical work hours: Monday through Friday, 8:00 AM to 5:00 PM.
On-call duties during peak periods to support high customer activity.
Minimal travel required for local property site visits.
Fast-paced office environment with opportunities for remote work.
9. Compensation and Benefits
Hourly rate range: $18 - $24 per hour, based on experience and qualifications.
Performance-based bonus and commission opportunities.
Comprehensive benefits package including Health, Dental, and Vision insurance.
401(k) plan with company matching contributions.
Additional fringe benefits such as paid time off and career development programs.
10. Company Culture and Overview
Our company is committed to excellence and innovation in the residential building industry. We pride ourselves on fostering a collaborative and inclusive work environment where every team member’s contributions are recognized. We invest in professional growth, celebrate achievements, and empower our employees to drive exceptional customer experiences. Join our team to build a brighter future, both for our customers and your career.
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
Every CSR answers calls and keeps good notes. At a developer, callers are buying homes and lots that may not exist yet, so timing, disclosures and referrals carry legal weight.
No lot sale before the plat is recorded
In a New Hampshire town with subdivision rules, selling a lot too early carries a fine. If the plat isn't yet approved by the planning board and recorded, the owner or agent owes a civil penalty of 1,000 dollars for each lot sold or transferred. A CSR can keep an interest list early. But the CSR should promise no lot and send no purchase agreement until the office confirms the plat is on record. Source: New Hampshire RSA 676:16, transferring lots in unapproved subdivisions.
Referrals to the company's own lender or title agent
When a developer has an ownership or affiliate tie to a mortgage lender or title agency, the person who refers a buyer there must give a written affiliated business disclosure, on a separate page, no later than the referral. It explains the ownership tie and estimates the charges. The rule also bars requiring the buyer to use the affiliate. Give the CSR the form and a short script, and keep a copy in the buyer's file. Source: eCFR: 12 CFR 1024.15, affiliated business arrangements.
Nebraska's owner exemption has limits
Nebraska lets a property owner's regular employees act on the owner's property without a real estate license. It doesn't cover those acts when they're tied to a vocation of selling or leasing real estate. Land held only under contract doesn't count as owned, either. So keep the CSR to questions, walk-through bookings and records. Leave price and contract talk to licensed sales staff, and have your lawyer confirm the line. Source: Nebraska Revised Statute 81-885.04, license exemptions.
A moved closing date costs buyers money
Buyers time rate locks, leases and moving trucks to the closing date. When the field team flags a delay, the CSR should hear that day. The CSR then tells the buyer and the buyer's lender together. Log the new date in the CRM, so sales, the title company and the warranty team all work from one date.
How much residential developer 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.
Usually hourly, plus the bonus and commission chances listed in the template. BLS lists a higher median wage for this job at residential builders than the template's top rate, so expect to pay more for new-home experience.
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 home builders and remodelers 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
Clear writing in emails buyers will reread and forward to family
Notes in the CRM after every call, text and visit
Knowing what not to promise: prices, dates and lot holds belong to sales
Customer service experience, ideally in new homes, real estate or lending
Follow-through on each concern until the buyer hears it's closed
Teach these on the job
Floor plans, the lot map and the phase schedule
Your CRM and the walk-through calendar
The affiliated business disclosure and when to hand it over
Site safety rules for walking buyers through homes under construction
How to log a warranty request
Builders often track buyer contacts in a CRM such as Lasso, Salesforce or HubSpot and log post-sale requests in a warranty tool or builder ERP. Add the online booking link, the plat map and the sales team's shared calendar to what the CSR learns in week one.
Residential developer 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 · Honest answers about amenities
A buyer calls asking when the promised pool and clubhouse will open. You know construction is delayed. What do you say?
A strong answer: Doesn't guess, checks the current timing with the right person, shares what's confirmed, logs the concern, and makes no new promises.
Behavioral · Quality under volume
Tell me about a time a busy stretch, like a wave of move-ins or a big storm, brought a flood of homeowner calls.
A strong answer: Sorted calls by urgency (water and safety first), kept short accurate notes, called back at promised times, and can say how they knew quality held.
Residential developer customer service representative KPIs
The template's targets are examples. Pick yours once you know how many inquiries a normal week brings and how buyers rate the company today.
Buyer Inquiry Response Time
Use CRM timestamps to measure how long each call, email or web form waits for an answer that deals with the question. Start the clock for after-hours inquiries at the next business morning so the number stays fair.
Scheduled Walk-Through Rate
Divide walk-throughs booked by inquiries sales marked qualified. Settle the meaning of qualified with sales up front, for example financing under way and a move date in range, so both count the same way.
Customer Satisfaction Rating
Send one short survey after a walk-through and another after a post-sale concern closes. Read the comments with the office manager each month, not just the average.
Post-Sale Follow-Up Completion
Count concerns with a logged follow-up call or email by the due date, divided by all concerns opened in the period. Pull it from the CRM or the warranty log.
Career path
Loan assistant at a mortgage lenderLearns closing timelines and how buyers qualify.
Customer service representativeAnswers buyers, books walk-throughs and follows concerns to the end.
Residential developer customer service representative FAQ
Who should take a call from a neighbor outside the subdivision who is upset about construction?
The CSR takes it, logs it and hands it to the operations manager before day's end, since the fix usually involves a crew or a truck. Get back to the neighbor with the change and its timing, even when the answer is that the work has to go on. Those neighbors will still be there when the next phase goes before the town.
How much does a residential developer 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.
Should the CSR work from the sales center or the main office?
Wherever buyers reach you most. If walk-ins come to a sales office in a model, a CSR there can greet them, book walk-throughs and keep the visit log, while calls ring through to the same CRM. The template also allows some remote work, which suits email and follow-up days with no visits booked.
Can one person answer new buyers and take warranty requests?
At a smaller developer, yes, and buyers like having one name from contract to move-in. Split the work once warranty requests start crowding out replies to new buyers, often after a run of closings in one season. Keep both in the same CRM so each house's history stays in one place.
What does a developer's CSR carry or walk, given the template's physical lines?
The lines stay as written. In practice the CSR brings brochures or a plat map stand out to a model, and walks buyers through homes under construction over gravel, mud and temporary steps. If a candidate needs an adjustment for any of it, work it out together before the start date.
Customer Service Representative in other industries
