What are the responsibilities and job description for the Customer Service Representative - Level 3 position at Graceland Management Services LLC?
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
Key Responsibilities and Duties:
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
- 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
- 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
- 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
- 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)