Customer Service Representative

Infinity Home Services; Griswold (CT); On-site; USD 25,000 - 32,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

PTO

Paid Holidays

Life Insurance

401k with match

Job summary

Infinity Home Services in Griswold, CT is seeking a Customer Service Representative to convert inbound leads into scheduled appointments, support customers through their journey, and coordinate with sales. You will report to the Customer Service Supervisor and help maintain smooth day-to-day office operations.

Join a collaborative, growth-oriented team focused on protecting communities from unscrupulous contractors.

Qualifications

• 3+ years of experience in a fast-paced, customer-focused environment.
• Strong verbal and written communication skills.
• Experience using Microsoft Office Suite and CRM platforms.
• Ability to travel up to 5% of the time.

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.

Skills

Customer service

Communication

CRM experience

MS Office

Tools

CRM platforms

Microsoft Office Suite

Job description

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.
• 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.