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 MasonrySmalling 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 doesAnswer incoming calls with confidence, warmth, and professionalismFamiliarize yourself with details about our products and services to provide accurate informationOffer customer appropriate guidance to services needed based on informationSchedule service and estimate appointments accuratelyProcess customer paymentsRespond to customer texts, voicemails, emails, and website inquiriesGather detailed customer information and enter clear, useful notesHelp keep jobs, follow-up, and communication organizedSupport the field team with accurate scheduling and handoff informationReconcile payment accountsTrack lead and advertising sources including tagging customer profiles accuratelyProvide excellent customer relationship support from first contact through follow-upOvercome objections from potential customers regarding scheduling, cost, etcHave a sense of urgency to respond to inbound leads from potential customersFollowing up on satisfaction by making Happy CallsWhat success looks like in this roleCustomers feel heard, reassured, and taken care ofScheduling and routing is accurate and efficientNotes are detailed and useful, not vaguePayments and next steps are handled correctlyThe team can rely on you to stay on top of moving piecesFollow through for customers and company processYou help take work off leadership’s plate instead of adding to itWhat we are looking forStrong customer service, office, admin, receptionist, or scheduling experienceExcellent phone communication and people skillsStrong attention to detailAbility to multitask without losing accuracyAbility to work independently and as part of a teamStrong follow-through and ownershipReliable attendance and punctualityProfessional, calm, and confident communicationHome service, trades, construction office, or dispatch/scheduling experience is a plus, but not requiredCompensation and benefits$20–$25 per hour, depending on experienceHealth insuranceDental insuranceVision insuranceEarned PTOPaid holidaysEmployer-paid life insuranceEmployer-paid disability coverage401(k) matchWho will thrive hereThis role is ideal for someone who:
naturally notices detailstakes pride in doing things rightcan juggle calls, notes, scheduling, and paymentsenjoys being part of a teamseeks additional assignmentsdependablewants to be part of a hardworking family businessis open to growth and higher standards Read Less