Customer Service Representative - Level 3

Job Description

Job Description

Description:

Graceland Portable Buildings is seeking an experienced professional to join our team as a Level 3 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

• Exceptional verbal and written communication skills across phone, email, and chat platforms
• Strong ability to build trust and rapport through empathetic, meaningful conversations
• Skilled at de-escalating tense or emotionally charged situations with patience and professionalism
• Customer-first mindset with the ability to adapt to diverse customer needs and personalities

Problem-Solving & Critical Thinking

• Ability to think quickly, research answers efficiently, and respond to issues in real time
• Strong conflict resolution skills with a solution-oriented approach
• Capacity to identify root causes of customer concerns and implement effective alternatives

Organization & Time Management

• Excellent ability to multi-task and prioritize in a fast-paced, high-volume environment
• Strong time management skills with a focus on schedule adherence and call quality
• High attention to detail in documenting customer records and following up on open issues

Teamwork & Culture

• Dedicated team player who works effectively both independently and collaboratively
• Can-do attitude with a genuine willingness to contribute to team and company goals
• Embodies and actively promotes Graceland's core Values, Vision, and Mission

Key Responsibilities and Duties:

• Manage a high volume of incoming calls, emails, chats, and voicemails with professionalism and efficiency
• Place outbound calls to support new customer onboarding and follow up on deliveries and repairs
• Maintain detailed, accurate records of all customer interactions within NetSuite/RTO
• Communicate effectively with BOMs, sales representatives, dispatchers, drivers, and other internal departments to resolve customer needs
• Identify and assess customer needs to drive satisfaction and successful outcomes
• Handle customer concerns and complaints by providing appropriate, timely solutions and following through to ensure full resolution
• Adapt communication style to a wide range of customer situations and personalities
• Adhere to scheduling requirements while consistently delivering quality, outcome-focused interactions
• Perform additional duties as assigned by Management

Preferred Experience

• 2–3+ years of experience in a customer service or call center environment
• Prior experience with NetSuite, RTO, or similar CRM/ERP platforms
• Experience handling multi-channel customer communications (phone, email, chat)