Lead Customer Service Coordinator

Job Description

Job Description

Lead Customer Service Coordinator
Amherst, NY

ABOUT CRST
For 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.

ABOUT HOME SOLUTIONS
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.

THE OPPORTUNITY
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 WORK  

• Location : Onsite in Amherst, NY
• Compensation : $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 DO

• Customer 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 BRING

• Active Learning and Listening

• Instructing and Speaking
• Good Time Management
• Social Perceptiveness and Coordination 
• Service Orientation
• Critical Thinking 

CORE VALUES

• Safety at the Core of All We Do
• Integrity in Every Decision and Action
• Commitment to the Success of Employees, Customers, Agents, Contractors, and Communities