Description:
Graceland Portable Buildings is seeking an experienced professional to join our team as a Senior Customer Service Representative. This position serves as a senior point of contact for customers, handling high-volume inbound and outbound communications across multiple channels. This role requires a seasoned professional who can navigate complex customer situations with confidence, empathy, and efficiency—while upholding Graceland's Values, Vision, and Mission in every interaction.
Essential Skills and Qualifications
Communication & Customer Relations
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Exceptional verbal and written communication skills across phone, email, and chat platforms
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Strong ability to build trust and rapport through empathetic, meaningful conversations
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Skilled at de-escalating tense or emotionally charged situations with patience and professionalism
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Customer-first mindset with the ability to adapt to diverse customer needs and personalities
Problem-Solving & Critical Thinking
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Ability to think quickly, research answers efficiently, and respond to issues in real time
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Strong conflict resolution skills with a solution-oriented approach
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Capacity to identify root causes of customer concerns and implement effective alternatives
Organization & Time Management
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Excellent ability to multi-task and prioritize in a fast-paced, high-volume environment
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Strong time management skills with a focus on schedule adherence and call quality
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High attention to detail in documenting customer records and following up on open issues
Teamwork & Culture
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Dedicated team player who works effectively both independently and collaboratively
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Can-do attitude with a genuine willingness to contribute to team and company goals
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Embodies and actively promotes Graceland's core Values, Vision, and Mission
Requirements:
Key Responsibilities and Duties:
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Manage a high volume of incoming calls, emails, chats, and voicemails with professionalism and efficiency
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Place outbound calls to support new customer onboarding and follow up on deliveries and repairs
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Maintain detailed, accurate records of all customer interactions within NetSuite/RTO
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Communicate effectively with BOMs, sales representatives, dispatchers, drivers, and other internal departments to resolve customer needs
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Identify and assess customer needs to drive satisfaction and successful outcomes
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Handle customer concerns and complaints by providing appropriate, timely solutions and following through to ensure full resolution
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Adapt communication style to a wide range of customer situations and personalities
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Adhere to scheduling requirements while consistently delivering quality, outcome-focused interactions
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Perform additional duties as assigned by Management
Preferred Experience
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2–3+ years of experience in a customer service or call center environment
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Prior experience with NetSuite, RTO, or similar CRM/ERP platforms
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Experience handling multi-channel customer communications (phone, email, chat)
