# How Much to Pay a Customer Service Representative in 2026

Customer service representatives earned a median $21.53 an hour ($44,770 a year) in May 2025, according to the Bureau of Labor Statistics. The lowest-paid 10% earned under $15.27 and the top 10% over $30.57. At specialty trade contractors (HVAC, plumbing, electrical) the median was $22.38.

## Key takeaways

- BLS national median for SOC 43-4051: $21.53 an hour; middle half earn $17.72–$24.89.
- Specialty trade contractors (NAICS 238) pay CSRs a bit more: median $22.38, with a higher floor ($17.31 at the 10th percentile).
- State medians run from $17.49 (Mississippi) to $24.20 (Washington).
- With payroll taxes, workers' comp and illustrative benefits, a CSR at $22.38 costs about $60,221 a year, 25% over wages.
- Booking bonuses count toward the overtime rate. Pay on jobs that ran, not on bookings.

## How much do customer service representatives make?

The national median wage for customer service representatives was $21.53 an hour in May 2025, or $44,770 a year for full-time work. That's from the BLS Occupational Employment and Wage Statistics survey for SOC 43-4051, which covers about 2,595,750 CSRs across every industry. Use the percentiles to place your offer: the 25th percentile is a fair starting wage for someone new, the 75th for an experienced CSR who can also dispatch.

**Customer service representative wages, United States, May 2025**

| Percentile | Hourly | Annual |
| --- | --- | --- |
| 10th | $15.27 | $31,750 |
| 25th | $17.72 | $36,870 |
| Median (50th) | $21.53 | $44,770 |
| 75th | $24.89 | $51,780 |
| 90th | $30.57 | $63,590 |

_Source: BLS OEWS, May 2025, SOC 43-4051, all industries. Annual figures assume 2,080 hours. Mean wage: $22.40 an hour._

## What do trades businesses pay CSRs?

Trades shops pay CSRs slightly more than the all-industry figure. BLS counts 28,440 customer service representatives at specialty trade contractors (NAICS 238), with a median of $22.38 an hour. The bigger difference is at the bottom: the 10th percentile is $17.31, about $2 above the national figure, so very low offers are harder to fill in this industry.

**CSR wages by construction industry, May 2025**

| Industry (NAICS) | CSRs employed | 10th pct. | Median hourly | 90th pct. | Median annual |
| --- | --- | --- | --- | --- | --- |
| All industries | 2,595,750 | $15.27 | $21.53 | $30.57 | $44,770 |
| Specialty trade contractors (238) | 28,440 | $17.31 | $22.38 | $31.3 | $46,560 |
| Building equipment contractors: HVAC, plumbing, electrical (2382) | 21,580 | $17.46 | $22.39 | $31.37 | $46,560 |
| Building finishing contractors: painting, flooring, drywall (2383) | 3,960 | $17.00 | $22.33 | $30.44 | $46,450 |
| Foundation, structure and exterior: roofing, concrete, siding (2381) | 2,010 | $17.23 | $22.86 | $34.75 | $47,540 |
| Construction of buildings: builders, remodelers (236) | 9,990 | $16.67 | $25.47 | $36.29 | $52,970 |

_Source: BLS OEWS May 2025 national industry-specific estimates for SOC 43-4051. Example trades in parentheses are ours._

## How does CSR pay vary by state?

Where you hire matters more than which trade you're in. State medians for CSRs range from $17.49 an hour in Mississippi to $24.20 in Washington. Compare your offer with your state's median, then adjust for your metro: big-city wages usually run above the state figure.

**Customer service representative wages in selected states, May 2025**

| State | CSRs employed | 10th pct. | Median hourly | 90th pct. | Median annual |
| --- | --- | --- | --- | --- | --- |
| Washington | 39,760 | $18.89 | $24.20 | $35.39 | $50,330 |
| California | 176,850 | $18.32 | $23.83 | $36.39 | $49,560 |
| Massachusetts | 49,990 | $17.04 | $23.61 | $36.00 | $49,120 |
| New York | 141,090 | $17.44 | $23.08 | $36.67 | $48,000 |
| Illinois | 100,970 | $16.15 | $22.18 | $34.33 | $46,130 |
| Arizona | 87,020 | $16.89 | $21.97 | $30.28 | $45,690 |
| Ohio | 85,930 | $15.07 | $21.93 | $30.39 | $45,610 |
| Florida | 228,000 | $15.20 | $19.44 | $28.73 | $40,440 |
| Texas | 337,170 | $14.10 | $19.44 | $28.65 | $40,420 |
| North Carolina | 89,510 | $14.52 | $19.35 | $28.76 | $40,240 |
| Georgia | 97,850 | $14.11 | $19.06 | $28.98 | $39,630 |
| Mississippi | 20,860 | $13.93 | $17.49 | $23.82 | $36,380 |

_Source: BLS OEWS May 2025 state estimates, SOC 43-4051, all industries. State figures aren't broken out by trade. Check your state and local minimum wage too._

## How should you structure CSR pay?

Most trades shops pay CSRs an hourly base plus a small bonus tied to results the business can see. Hourly pay keeps the job attractive and simple; the bonus points the CSR at booking good jobs, not just answering phones. Pay bonuses on jobs that actually ran, so nobody fills the board with appointments that cancel.

**Common CSR pay structures**

| Structure | How it works | Good for | Watch out for |
| --- | --- | --- | --- |
| Straight hourly | One rate, overtime after 40 hours | Small shops, new CSRs | No reason to push booking rate |
| Hourly + per-job bonus | A few dollars per booked job that ran | Shops with steady call volume | Count only jobs that ran, or cancellations get paid |
| Hourly + plan spiff | A flat amount per maintenance plan sold or renewed | HVAC and plumbing shops with plans | Don't let selling slow down emergency calls |
| Hourly + team bonus | Office shares a bonus when monthly booking rate beats target | Two or more CSRs | Set a target you measure the same way every month |

> **Illustrative pay plan (not a benchmark)**
>
> Base: $20 an hour for 40 hours. Bonus: $2 for each booked job that ran and $10 for each maintenance plan sold.
>
> A week with 45 jobs that ran and 3 plans sold adds $120, for an effective rate of about $23.00 an hour, near the trade-contractor median.
>
> Under the Fair Labor Standards Act, a formula bonus like this is a nondiscretionary bonus and must be included in the regular rate when you calculate overtime for that week.

## What does a CSR really cost the business?

A CSR costs more than the wage. You pay 6.2% Social Security and 1.45% Medicare on top of wages, federal unemployment of 0.6% on the first $7,000 in most states, state unemployment, workers' comp and any benefits, plus a phone seat, software and training. Across private industry, BLS found benefits were 30% of total compensation in June 2026.

> **Total cost of a CSR at the trade-contractor median (illustrative inputs)**
>
> Wages: $22.38 an hour, 40 hours plus 1 hour of overtime a week = $48,296 a year.
>
> Employer payroll taxes (Social Security, Medicare, FUTA, and 2.7% state unemployment on $9,000): $3,980.
>
> Workers' comp at an illustrative $0.30 per $100 of payroll for clerical work: $145. Benefits at $450 a month: $5,400. Phone seat, software and training: $2,400.
>
> Total: **$60,221 a year**, about $5,018 a month, 25% over wages. Swap in your own rates in the calculator below.

Interactive calculator: https://www.brix.so/tools/payroll-cost-calculator

For a field tech, use the [labor burden calculator](https://www.brix.so/tools/labor-burden-calculator), which works out cost per billable hour. A CSR doesn't bill hours, so judge the hire on bookings instead: what the extra booked jobs are worth compared with the cost above. The [missed call calculator](https://www.brix.so/tools/missed-call-calculator) shows what unanswered calls cost you today.

## What does a CSR do in a trades shop?

A trades CSR answers calls, qualifies the job, books it into the right slot, and sets expectations on price and arrival time. Between calls they confirm tomorrow's jobs, chase open estimates, take payments, and update customer records. In small shops the CSR often dispatches too, which is why experienced CSR-dispatchers sit near the 75th percentile. More on the role in [what a CSR does in home services](https://www.brix.so/learn/customer-service-representative) and the [hiring overview](https://www.brix.so/hiring/customer-service-representative).

## What should you automate before you hire?

Automate the repetitive, after-hours and overflow work first, then hire a person for what's left. Software is good at answering every call at 9 p.m., texting back a missed caller, sending reminders and asking for reviews. A person is still better at calming an angry customer, handling a complicated warranty question, and noticing that a caller is really asking about a replacement.

**What to automate first, and what to keep human**

| Task | Automate? | Why |
| --- | --- | --- |
| After-hours and overflow calls | Yes, first | These are the calls a CSR can't take anyway |
| Missed-call text back | Yes | Seconds matter, and nobody remembers to do it by hand |
| Appointment reminders and estimate follow-up | Yes | Same message every time, on a schedule |
| Review requests after the job | Yes | Ask every customer, every time |
| Complaints and callbacks | Keep human | Needs judgment and authority to fix it |
| Replacement and big-ticket sales calls | Keep human, with AI backup | Relationship and trust close these |

BRIX's AI receptionist answers calls around the clock, books jobs onto your schedule and texts back anyone it misses. It also follows up open estimates and asks for reviews automatically. Many shops use it for nights, weekends and overflow, and hire a CSR for the calls that need a person.

- [AI receptionist](https://www.brix.so/features/ai-receptionist): Answers every call 24/7, qualifies the caller, books the job and texts back anyone it misses.
- [Missed-call text back](https://www.brix.so/features/missed-call-text-back): Texts a caller back within seconds when a call is missed, so the lead stays with you.
- [Sales automation](https://www.brix.so/features/sales-automation): Follows up every lead and open estimate automatically by text and email, and asks every customer for a review after the job.

## Ready to post the job?

Put the pay range in the posting so applicants can self-select, and check whether your state or city requires it. Use the [CSR job description](https://www.brix.so/hiring/customer-service-representative/job-description) as a starting point, run a mock call with the [HVAC CSR script](https://www.brix.so/templates/hvac-csr-script), and see the [hiring overview](https://www.brix.so/hiring/customer-service-representative) for interview questions.

## Frequently asked questions

### How much should I pay a customer service representative?

Start from your state's median and adjust for experience. Nationally, BLS reports a May 2025 median of $21.53 an hour, with the middle half earning $17.72–$24.89. Specialty trade contractors pay a median of $22.38. Offer more for a CSR who can also dispatch.

### Do HVAC and plumbing companies pay CSRs more?

Slightly. BLS puts the median for CSRs at building equipment contractors (the HVAC, plumbing and electrical industry group) at $22.39 an hour in May 2025, versus $21.53 across all industries. The floor is higher too: $17.46 at the 10th percentile versus $15.27 nationally.

### Should CSRs get a commission or bonus?

A small bonus works well on top of hourly pay, as long as it's tied to jobs that ran or maintenance plans sold, not raw bookings. Remember that under the FLSA, formula bonuses are nondiscretionary and must be included in the regular rate when you calculate overtime.

### Are CSRs exempt from overtime?

Hourly CSRs are generally non-exempt, so they're owed time and a half for hours over 40 in a workweek under the Fair Labor Standards Act. Hours can't be averaged across two weeks. Check your state's rules too, since some states set stricter overtime rules than federal law.

### What's the total cost of hiring a CSR?

Add employer payroll taxes, state unemployment, workers' comp, benefits and equipment to wages. In our illustrative example, a CSR paid $22.38 an hour costs about $60,221 a year, 25% more than wages. Your rates will differ, so run them through the payroll cost calculator.

### Can an AI receptionist replace a CSR?

For many small shops it covers what a first CSR would spend most of the day on: answering routine calls, booking, reminders and after-hours coverage. Complaints, tricky warranty questions and big replacement sales still go best with a person, so many shops use AI for coverage and hire for those calls.

## Related

- [Hiring a Customer Service Representative: A Guide for Trades Owners](https://www.brix.so/hiring/customer-service-representative)
- [Customer Service Representative Job Description (Copy and Edit)](https://www.brix.so/hiring/customer-service-representative/job-description)
- [What Is a Customer Service Representative (CSR) in Home Services?](https://www.brix.so/learn/customer-service-representative)
- [True Cost of an Employee Calculator for Trades Businesses](https://www.brix.so/tools/payroll-cost-calculator)
- [Labor Burden Calculator](https://www.brix.so/tools/labor-burden-calculator)
- [Missed Call Revenue Calculator](https://www.brix.so/tools/missed-call-calculator)
- [HVAC CSR Script for Booking Service Calls](https://www.brix.so/templates/hvac-csr-script)
- [Will AI Replace Receptionists?](https://www.brix.so/learn/will-ai-replace-receptionists)
- [AI Receptionist for Contractors That Books the Job, Not Just the Message](https://www.brix.so/features/ai-receptionist)
- [How to Hire Technicians and Build a Pay Plan That Works](https://www.brix.so/guides/hire-and-pay-technicians)

## Sources

- [BLS OEWS May 2025: Customer Service Representatives (43-4051), national estimates](https://data.bls.gov/oes/#/occupation/434051/2025) (checked 2026-10-24)
- [BLS OEWS May 2025: Specialty Trade Contractors (NAICS 238000) occupational estimates](https://data.bls.gov/oes/#/industry/238000/2025) (checked 2026-10-24)
- [BLS OEWS May 2025: National industry-specific occupational estimates (NAICS 236, 238, 2381–2383)](https://www.bls.gov/oes/2025/may/oessrci.htm) (checked 2026-10-24)
- [BLS OEWS May 2025: State occupational employment and wage estimates](https://www.bls.gov/oes/2025/may/oessrcst.htm) (checked 2026-10-24)
- [BLS OEWS data tables and downloads (national, industry and state files, May 2025)](https://www.bls.gov/oes/tables.htm) (checked 2026-10-24)
- [BLS Employer Costs for Employee Compensation, June 2026](https://www.bls.gov/news.release/ecec.nr0.htm) (checked 2026-10-24)
- [U.S. Department of Labor: Overtime pay (FLSA)](https://www.dol.gov/agencies/whd/overtime) (checked 2026-10-24)
- [U.S. Department of Labor: Fact Sheet #56C, Bonuses under the FLSA](https://www.dol.gov/agencies/whd/fact-sheets/56c-bonuses) (checked 2026-10-24)
- [IRS Publication 15 (Circular E), Employer's Tax Guide, for use in 2026](https://www.irs.gov/pub/irs-pdf/p15.pdf) (checked 2026-10-24)
- [IRS Topic No. 759, Form 940, Employer's Annual FUTA Tax Return](https://www.irs.gov/taxtopics/tc759) (checked 2026-10-24)

Talk to BRIX: call or text (518) 588-1122, email eeharris2004@gmail.com, or book a 15-minute call at https://cal.com/ethanharris/15min.

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Written by BRIX Editorial Team. Last updated 2026-10-24.
Canonical: https://www.brix.so/hiring/customer-service-representative/pay