Lead Customer Service Coordinator

Lead Customer Service CoordinatorAmherst, NYFor more than 70 years, CRST has delivered on its promises to customers, growing to be one of the nation's largest privately held transportation and logistics companies. We offer one of the broadest arrays of transportation and logistics services in the industry, including truckload capacity solutions, flatbed, transportation management, dedicated services, high-value product white-glove services, and final mile home delivery.Our nationwide team of experienced drivers and network of independent contractors and agents drives more than 200 million miles a year, powered by a large network of transportation assets, a dedicated driver support team, and state-of-the-art tools and systems. With every mile, CRST reinforces its unwavering dedication to safety, service, and value.CRST's Installs division provides delivery and installation of products that require skilled labor or trade-licensed technicians. From delivery to installation and assembly, demand for these services has grown significantly. Home Solutions is proud to work with retail and client partners to provide convenient solutions for consumers.CRST is seeking a Lead Customer Service Coordinator to oversee customer service activities and ensure a high-quality customer experience. In this role, you will manage customer inquiries, complaints, and feedback while supporting resolution efforts across multiple communication channels. The ideal candidate will demonstrate strong communication, problem-solving, and leadership skills, maintain accurate customer records, and foster positive customer relationships by delivering timely and effective solutions.How You'll WorkLocation: Onsite in Amherst, NYCompensation: $20.50 per hour. A final offer amount is dependent on factors including prior relevant experience, knowledge, and location.Benefits: Comprehensive package including medical, dental, and vision coverage; prescription drug and telemedicine services; company-paid life and disability insurance; retirement savings with company match; paid time off, holidays, parental leave, plus additional voluntary benefits and employee discounts.What You'll DoCustomer Support & Escalation Management Resolve escalated customer complaints and ensure timely, effective resolution.Support customer interactions through phone, email, and other communication channels as needed.Maintain a high level of customer satisfaction by providing professional and responsive service.Team Support & Development Assist with training and development of customer service staff.Provide ongoing guidance and support to promote team success and service excellence.Foster agent productivity through coaching and daily team support.Operations Coordination Monitor Five9 activity and manage agent queue assignments to maintain service levels.Handle phone calls and customer emails as business needs require.Help ensure efficient workflows and timely response to customer requests.What You BringActive Learning and ListeningInstructing and SpeakingGood Time ManagementSocial Perceptiveness and CoordinationService OrientationCritical ThinkingCore ValuesSafety at the Core of All We DoIntegrity in Every Decision and ActionCommitment to the Success of Employees, Customers, Agents, Contractors, and CommunitiesEqual Opportunity Employer: CRST The Transportation Solution, Inc. is an equal opportunity employer. We consider all qualified applicants for employment without regard to age, color, creed, disability, genetic information, military or veteran status, national origin, race, religion, sex, or any other status protected by applicable federal, state, or local laws.Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.