Customer Service Representative

Infinity Home Services; Maryland; On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

Paid time off

Paid holidays

Life Insurance

401k with match

Job summary

Infinity Home Services in Maryland is seeking a Customer Service Representative to deliver outstanding service, convert inbound leads into scheduled appointments for our sales team, and support day-to-day office operations. You will report to the Customer Service Supervisor and work in a collaborative, agile environment focused on protecting communities from unscrupulous contractors.

This role requires 3+ years in a fast-paced, customer-focused setting, excellent communication, CRM and MS Office

Qualifications

• 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 multitasking and adaptability.
• Experience in home improvement industry preferred but not required.
• Full-time schedule Tuesday through Saturday.
• Travel up to 5%.

Responsibilities

• Answer inbound phone calls, assist walk-in customers, and respond to inquiries professionally and efficiently.
• Schedule and coordinate appointments for the sales team, optimizing calendars to maximize opportunities.
• Serve as the primary escalation point for complex customer concerns with professionalism and urgency.
• Support branch administrative operations, including document management, filing, and record maintenance.
• Assist with preparation of customer quotes, project proposals, contracts, and related docs.
• Collaborate with Sales, Production, and Marketing to relay customer feedback and drive service improvements.
• Maintain accurate customer records in CRM systems and company databases.

Skills

Customer service

Communication

Multitasking

CRM experience

MS Office

Problem solving

Scheduling/Coordination

Tools

CRM software

Microsoft Office

Job description

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.