Customer Service Representative (CSR)

The Team You’ll Work With … As the Customer Service Representative (CSR), you will work directly with our talented Stone Care Restoration team to provide professional customer service and support daily operations. The Customer Service Representative will serve as a key connection between customers, technicians, and management by handling inquiries, following up on service-related matters, and maintaining accurate project information. This role reports to the Stone Care Service Coordinator, Natalie Soriano, and is based full time onsite out of our Richmond, CA facility. Our culture thrives on professional development, technical mastery, and opportunities for growth within the organization. This is an hourly position and pays $23–$26 per hour, depending on experience. Meet Natalie & the Role: Want to learn more before applying? Watch a short welcome video from our Stone Care Service Coordinator, Natalie Soriano, to hear about the day-to-day role and our team culture: Click Here The opportunities you will have … Customer Communications: Answer incoming phone calls, respond to emails, address customer inquiries, and follow up on appointments, service questions, and project updates with professionalism and courtesy. Administrative Support: Assist with data entry, document preparation, digital filing, and maintaining organized records. CRM and Recordkeeping: Maintain accurate customer information, job details, notes, and service records in Jobber and other company systems. Technology and Systems: Use business phone systems, CRM platforms, Google Workspace or Microsoft Office, and AI tools to support productivity and efficient workflows. Team Collaboration: Work closely with the Stone Care team, technicians, and management to maintain clear communication, accurate documentation, and excellent customer service. Serving as a Brand Ambassador, representing our shared legacy of excellence and our core values including: Kindness ○ Honesty ○ Tread Lightly on the Earth ○ Measure Twice, Cut Once ○ Ganas (Desire) Accountable to B Corp standards, ensuring we take care of our People and our Planet while turning a Profit. About You … You are organized, dependable, proactive, and comfortable communicating with customers and working with technology in a busy office environment. Strong Communication Skills: Excellent verbal and written communication, professional phone etiquette, and confidence handling customer emails and inquiries. Typing Proficiency: A typing speed of 60–70 words per minute (WPM) with strong accuracy. Technology and Software Skills: Experience using business software, CRM tools, and office productivity applications. Phone System Experience: Familiarity with business phone systems such as Dialpad or similar platforms. CRM Experience: Experience with SaaS-based CRM systems such as Jobber, ServiceTitan, Salesforce, or comparable platforms. Google Workspace or Microsoft Office Proficiency: Comfort using Gmail, Google Drive, Google Sheets, Google Docs, Microsoft Outlook, Excel, and Word. AI Tool Familiarity: Comfort using AI tools to support productivity, organization, and communication. Attention to Detail: The ability to maintain accurate records, organize files, and manage multiple tasks. Teamwork and Accountability: A positive attitude, willingness to learn, and commitment to following through on responsibilities. Experience in stone restoration, construction, or home services is a plus. Compensation & Benefits The total compensation package for this position may also include other elements, stock options (we are a Teammate-Owned company!), and a discretionary bonus. We offer a full range of medical and financial benefits including: 4% 401(k) match PTO (non-exempt) or FTO (exempt) Comprehensive Health, Dental, and Vision insurance Paid Sick Time and Parental Leave Teammate discounts on our beautiful products How to Apply To be considered for this position, please ensure your application includes: Current Resume & Contact Information Typing Speed Test Results: Take a free test at TypingTest.com and include a screenshot showing both your words per minute (WPM) and accuracy percentage. Short Introduction Video (1–2 minutes): Now that you’ve heard from Natalie, we’d love to meet you! Submit a quick, unedited video covering: A brief introduction of who you are. Your background in customer service, administrative support, or home services. Tools you are comfortable with (e.g., Jobber or other CRMs, Dialpad/phone systems, Google Workspace/MS Office, and AI tools). What excites you about joining the Stone Care & Restoration team at Fox Marble. The key strengths and skills you will bring to the role. (Note: No professional editing needed—just clear audio, good lighting, and speaking directly to the camera is great.) Our Commitment Fox Marble provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting people@fireclaytile.com.