(Qs - done) Customer Service Representative (CSR) / Office Coordinator

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.

About Smalling Masonry

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.

What this role does

• 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

What success looks like in this role

• Customers feel heard, reassured, and taken care of

• Scheduling and routing is accurate and efficient

• Notes are detailed and useful, not vague

• Payments and next steps are handled correctly

• The team can rely on you to stay on top of moving pieces

• Follow through for customers and company process

• You help take work off leadership’s plate instead of adding to it

What we are looking for

• 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

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

Compensation and benefits

• $20–$25 per hour, depending on experience

• Health insurance

• Dental insurance

• Vision insurance

• Earned PTO

• Paid holidays

• Employer-paid life insurance

• Employer-paid disability coverage

• 401(k) match

Who will thrive here

This role is ideal for someone who:

• naturally notices details

• takes pride in doing things right

• can juggle calls, notes, scheduling, and payments

• enjoys being part of a team

• seeks additional assignments

• dependable

• wants to be part of a hardworking family business

• is open to growth and higher standards