February Team Member Spotlight: Brittany Griggs

Meet Brittany Griggs: Turning Every Call into a Connection

At Massey Services, great customer care is more than answering phones — it’s about building relationships. This month’s Team Member Spotlight shines on Brittany Griggs, whose dedication to empathy, teamwork and problem-solving makes a lasting impression on customers and coworkers alike.

Brittany has been part of the Massey Services team for three years, and from her very first day, she knew the company was different.

“When I started working here, it really felt like home.”

That sense of belonging only grew stronger over time. After welcoming her newborn baby, Brittany received calls from coworkers checking in and letting her know she was missed — a moment that confirmed she wasn’t just working for a company, but part of a work family.

Listening First, Solving Second

For Brittany, excellent customer service starts long before a solution is offered. It begins with listening.

Whenever she interacts with a customer — whether on the phone or in person — she focuses on engagement and active listening. She asks questions, shows empathy and ensures the caller feels heard.

Once she understands the concern, she shifts into educator mode, tailoring information to the type of call and helping customers better understand our services. Her goal is always balance: find a solution that satisfies the customer while still protecting the business.

“I try to get their perspective and address each specific concern.”

By breaking challenges into clear, manageable pieces, Brittany keeps conversations calm and productive — even in difficult situations.

One Call, One Relationship

Brittany believes every interaction is an opportunity.

Her biggest motivation comes from building relationships with customers and creating a positive experience from start to finish. She strives for a one-call resolution, ensuring customers hang up feeling confident and reassured.

She lives by a simple philosophy:

“Build with structure.”

Customers want understanding and clarity. By approaching every conversation with patience and professionalism, she works to end each call on a positive note.

“I treat every call as an opportunity to end the call with a smile.”

Supporting the Team

Brittany’s impact isn’t limited to customers. She also prioritizes collaboration, making herself available to coworkers whenever they need assistance. By maintaining open communication and a professional, approachable attitude, she helps create an environment where teammates feel comfortable reaching out for support.

A True Massey Difference

For Brittany, the most rewarding part of her role isn’t just solving problems — it’s making sure customers know that Massey Services cares.

The encouragement she receives from coworkers and the relationships she builds with customers embody what Massey Services stands for: service with integrity, empathy and teamwork. As a single mother, she experienced firsthand how supportive the team can be.

And whether she’s helping a customer through a concern or supporting a colleague, Brittany continues to prove that sometimes the biggest difference comes from simply listening first.

If you’re interested in working for Massey Services, we want to hear from you. Click here to find available positions and apply today.Top of Form