What are the responsibilities and job description for the Customer Service Representative position at Infinity Home Services?
Role Overview
As the team's Customer Service Representative, you will play a critical role in delivering an exceptional customer experience while converting inbound leads into scheduled appointments for our sales team. As an essential part of the team and reporting directly to the Customer Service Supervisor, you will work to support customers throughout their journey, resolve service concerns, coordinate sales opportunities, and ensure smooth day-to-day office operations.
You will be part of a very collaborative, very agile team working collectively to fulfill our mission of saving our communities from unscrupulous contractors. We promise an open and transparent environment where you'll be surrounded by highly intelligent people all working together toward a common goal.
Key Responsibilities
- Deliver exceptional customer service by answering inbound phone calls, assisting walk-in customers, and responding to inquiries professionally and efficiently.
- Schedule and coordinate appointments for the sales team, ensuring calendars are optimized to maximize sales opportunities.
- Serve as the primary escalation point for complex customer concerns, resolving issues with professionalism, empathy, and urgency.
- Support branch administrative operations, including document management, filing, correspondence, and record maintenance.
- Assist with the preparation of customer quotes, project proposals, contracts, and related documentation.
- Collaborate with Sales, Production, and Marketing teams to communicate customer feedback and identify opportunities for continuous service improvement.
- Maintain accurate customer records and interactions within CRM systems and company databases.
Requirements
- 3 years of experience in a fast-paced, customer-focused environment.
- Proven ability to deliver exceptional customer service while managing multiple priorities.
- Strong verbal and written communication skills.
- Experience using Microsoft Office Suite and CRM platforms.
- Excellent organizational skills with the ability to multitask and adapt to changing priorities.
- Strong problem-solving skills and ability to handle escalated customer concerns professionally.
- Experience within the home improvement, roofing, siding, gutter, or window industry is preferred but not required.
- Ability to work a full-time schedule Tuesday through Saturday.
- Ability to travel up to 5% of the time.
Benefits
- Opportunities for professional growth and development tied to your personal interests
- A transparent, supportive, and collaborative work environment
- The chance to make a positive impact on our communities and the environment
- Competitive: Health, dental, and vision coverage; PTO; Paid Holidays; Life Insurance; 401k with match
About us
Infinity Home Services (“IHS”) was founded by Wisconsin entrepreneurs with a simple but ambitious goal: to raise the standard of residential roofing and exterior remodeling and “Save our Communities from Unscrupulous Contractors.”
Today, we are recognized as a leader in our industry delivering exceptional roofing, windows, and siding installation services using only the most trusted, top‑quality materials.
Our platform brings together a family of respected local brands, empowering each to enhance service delivery, strengthen community presence, and expand market share. We stand behind every job we perform, using top quality materials, best‑in‑class installation practices, and an ongoing commitment to do the right thing.
IHS is rapidly expanding both organically and through strategic acquisitions. As we shape the future of the Home Services industry, we seek ethical, forward‑thinking professionals who bring innovation, integrity, and craftsmanship to their roles. The work we perform directly protects our customers’ most important investment, their homes!
IHS is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.