Director of First Impressions - CSR and Office Coordinator

HireBus Inc.; Indianapolis (IN); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Earned PTO

Paid holidays

Employer-paid life insurance

Employer-paid disability coverage

401(k) match

Job summary

Smalling Masonry in Indianapolis is seeking a Director of First Impressions to lead customer experience from the first contact. This front-line role emphasizes organization, ownership, and clear communication to help the business run smoothly.

You will greet callers, guide customers to the right services, schedule appointments, process payments, and maintain detailed notes to keep all teams aligned. This is a fast-paced, detail-oriented position in a family-owned home services company.

Qualifications

• 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.

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

Skills

Customer service

Office admin

Scheduling

Phone communication

Attention to detail

Multitasking

Team collaboration

Ownership

Job description

Smalling Masonry in Indianapolis is seeking a Director of First Impressions to lead customer experience from the first contact. This front-line role emphasizes organization, ownership, and clear communication to help the business run smoothly.

You will greet callers, guide customers to the right services, schedule appointments, process payments, and maintain detailed notes to keep all teams aligned. This is a fast-paced, detail-oriented position in a family-owned home services company.