Customer Care Specialist

As a Customer Care Specialist (CCS) at Infinity Home Services (IHS), you are the front line of our mission to save our communities from unscrupulous contractors. You will be a founding member of a brand-new Contact Center team, serving as a trusted advocate for homeowners across our diverse portfolio of industry-leading exterior remodeling brands.

In this role, you will handle both inbound inquiries and outbound outreach, ensuring every homeowner receives high-quality, transparent service. Your primary goal is to convert leads into sales appointments while maintaining elite standards for call quality and responsiveness.

This is a unique opportunity to join an agile, collaborative environment at the ground level, where your feedback will help shape our processes. While the department is new, the potential for professional advancement is significant for those who demonstrate excellence.

KEY RESPONSIBILITIES:

• Lead Conversion & Scheduling: Proactively manage outbound calling campaigns and inbound inquiries to accurately and optimally schedule consultations for our local brand experts.
• Multi-Channel Engagement: Manage high-volume customer contact via phone, text, and email for multiple IHS brands with a focus on speed and quality.
• Brand Representation: Maintain a deep understanding of the unique value propositions of various brands within the IHS portfolio.
• CRM Management: Document all customer interactions with precision in our CRM to ensure seamless hand-offs to our field teams.
• Process Contribution: Provide active feedback to the Training and Operations Supervisor to help refine scripts, FAQs, and service workflows.
• Service Excellence: Act as a subject matter expert for our roofing, windows, and siding services, guiding customers through their project journey with care.
• Other responsibilities or duties as required.

REQUIREMENTS

• 1–3 years of experience in a contact center, sales, or customer-facing environment. Understanding home construction terminology is a plus.
• Strong ability to handle objections and convert leads; previous experience in lead generation or "soft sales" is a major plus.
• Exceptional verbal and written skills; ability to build rapport quickly and maintain professional call quality.
• Comfort navigating CRM systems. Zoho CRM experience and telephony platforms a plus.
• Ability to multitask across several tools within a single call environment.
• Maintain a "startup" mindset, being comfortable with evolving processes and joining a team being built from the ground up.

SCHEDULE

Preference will be given to candidates with availability to work outside the standard 7am – 4pm shift, including occasional weekend availability, as determined by the evolving needs of the business.

LOCATION

At time of hire, this position is on-site in our Brookfield, WI office, becoming hybrid following successful completion of an initial period of training and development.

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 rate of pay $25.00/hour

• Competitive: Health, dental, and vision coverage; PTO; Paid Holidays; Life Insurance; 401k with match

ABOUT INFINITY HOME SERVICES

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.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person