Senior Customer Service Representative

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 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 Requirements:

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)