Customer Service Representative (CSR)

Guy Smith Home Services | Norfolk, VA

Be the First Person Our Customers Can Count On

At Guy Smith Home Services, great customer service starts before a technician ever arrives at the home.

For nearly 60 years, homeowners throughout Hampton Roads have trusted Guy Smith for their home service needs. We’re looking for a Customer Service Representative who can provide the friendly, responsive service our customers expect while helping keep our field teams busy and our schedules full.

This is a fast-paced role for someone who enjoys talking with people, solving problems, and staying busy. You’ll handle incoming customer calls, book service appointments, make outbound calls, and work closely with dispatch and operations to make sure customers receive the help they need.

If you’re dependable, comfortable on the phone, and take pride in turning every customer interaction into a positive experience, we’d like to talk to you.

Schedule Options

All new team members will complete their initial training and probationary period on a Monday–Friday, 8:00 AM–5:00 PM schedule.

Following successful completion of training, schedule options include:

• Monday–Friday | 8:00 AM–5:00 PM

• Wednesday–Saturday | 7:00 AM–6:00 PM, with shift differential pay

The Wednesday–Saturday schedule is a great option for someone who prefers a four-day workweek while earning additional compensation for helping support our customers and field teams on Saturdays.

Why Join Guy Smith?

We don't just offer jobs—we build careers. Here’s why you’ll love being part of our team:

• Competitive Compensation

• Shift Differential Pay for the Wednesday–Saturday schedule after training

• Four-Day Workweek Option

• Medical, Dental & Vision Insurance

• Paid Time Off

• 401(k) with Company Match

• Parental Leave

• Ongoing Training & Development

• Annual Performance Reviews

• Career Advancement Opportunities: Build experience that can lead to opportunities in customer service, dispatch, operations, and leadership.

What You’ll Do

• Answer inbound calls and provide professional, friendly customer service.

• Convert incoming customer requests into booked service appointments.

• Make outbound calls to schedule appointments and reconnect with existing customers.

• Ask the right questions to understand customer needs and accurately schedule the appropriate service.

• Help customers understand available services and membership options.

• Resolve customer questions and concerns whenever possible.

• Maintain accurate and complete customer information in company systems.

• Confirm appointments and assist with schedule changes.

• Communicate closely with dispatch, field teams, and leadership throughout the day.

• Participate in training and coaching to continuously improve call quality, booking performance, and customer service.

• Help keep technician schedules full by identifying and working available customer opportunities.

What We're Looking For

• Previous customer service, call center, scheduling, hospitality, retail, or other customer-facing experience.

• Strong verbal communication skills with the ability to confidently guide customer conversations.

• Reliable attendance and punctuality — consistent coverage is critical to our operation.

• Ability to multitask across multiple systems while maintaining accuracy.

• Strong problem-solving skills and the ability to handle objections or difficult conversations professionally.

• Comfortable making both inbound and outbound customer calls.

• Organized, dependable, and able to work effectively in a fast-paced environment.

• Positive, team-oriented attitude and willingness to help where needed.

• Comfortable using computers, CRM systems, scheduling software, and other business applications.

• Home services or ServiceTitan experience is a plus, but not required.

What Success Looks Like

Success means customers feel taken care of, calls turn into appointments, schedules stay productive, and important details don't get missed.

You'll be expected to communicate professionally, take ownership of customer needs, maintain accurate information, and work closely with the rest of the team to provide a smooth experience from the first phone call through the technician's visit.

If you're looking for a customer service position where your performance matters and you can grow your career, we want to hear from you.