Customer Service Representative (CSR) / Office Coordinator

Smalling Masonry•Indianapolis, IN

1d•Onsite

About The Position

At Smalling Masonry, we do not see this as “just a CSR job.” We are looking for a high-performing, highly organized, detail-driven professional to serve as the front line of our customer experience. Internally, we call this role our Director of First Impressions because this person helps shape how customers feel about our company from the very first contact. This is one of the most important positions in our company! If you are the kind of person who likes to take ownership, stay organized, think ahead, communicate clearly, and help a business run better every day, this may be the role for you. Smalling Masonry is a family-owned Indianapolis company specializing in fireplaces, chimneys, inspections, repairs, rebuilds, and related home services. We are known for professionalism, communication, high standards, teamwork, and doing the next right thing. We take pride in being respectful, thorough, and dependable, and we expect the same from our team.

Requirements

Strong customer service, office, admin, receptionist, or scheduling experience
Excellent phone communication and people skills
Strong attention to detail
Ability to multitask without losing accuracy
Ability to work independently and as part of a team
Strong follow-through and ownership
Reliable attendance and punctuality
Professional, calm, and confident communication

Nice To Haves

Home service, trades, construction office, or dispatch/scheduling experience is a plus, but not required

Responsibilities

Answer incoming calls with confidence, warmth, and professionalism
Familiarize yourself with details about our products and services to provide accurate information
Offer customer appropriate guidance to services needed based on information
Schedule service and estimate appointments accurately
Process customer payments
Respond to customer texts, voicemails, emails, and website inquiries
Gather detailed customer information and enter clear, useful notes
Help keep jobs, follow-up, and communication organized
Support the field team with accurate scheduling and handoff information
Reconcile payment accounts
Track lead and advertising sources including tagging customer profiles accurately
Provide excellent customer relationship support from first contact through follow-up
Overcome objections from potential customers regarding scheduling, cost, etc
Have a sense of urgency to respond to inbound leads from potential customers
Following up on satisfaction by making Happy Calls