Customer Service Coordinator

Job Description

Job Description

Customer Service Coordinator
Amherst, NY

About CRST
CRST is celebrating 70+ years of grit, growth, and forward momentum - a legacy built on safety, integrity, and delivering on our commitments. At CRST, you'll be part of a team backed by a company committed to operational excellence, strong partnerships, and long-term success.

The Opportunity
CRST's Home Solutions - Installs division provides delivery and installation of products that require skilled labor or trade-licensed technicians. As demand for these services continues to grow, we're looking for a Customer Service Coordinator to help us deliver a great experience for every customer we serve.

In this role, you'll be the first point of contact for customers with questions, concerns, or requests. You'll manage inbound calls, resolve issues, and coordinate with internal teams and service partners to make sure every customer gets a timely, accurate resolution. This is a great fit for someone who's patient, detail-oriented, and genuinely enjoys helping people.

How You'll Work

• Location : Onsite at our newly remodeled facility off Northpointe Parkway in Amherst, NY. Free parking provided.
• Schedule : Multiple first and second shift options available. Saturday availability required; if scheduled to work a Saturday, employees can flex their hours during the week.
• Compensation : $16.20 per hour
• Training : 2-week paid training program beginning September 28th, 2026
• 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, and parental leave; plus additional voluntary benefits and employee discounts

What You'll Do

• Respond to inbound calls regarding scheduling, order changes, payment processing, and general inquiries
• Resolve customer concerns by identifying the issue, determining the cause, and providing an effective solution
• Document customer interactions and maintain accurate records across internal and client systems
• Update service orders and provide status updates on service requests
• Serve as a liaison between customers, clients, and service providers
• Communicate proactively with internal departments to resolve issues and complaints
• Escalate unresolved issues according to established procedures
• Support inbound sales opportunities by helping convert warm leads when they come up

What Great Looks Like

• Customers feel heard and confident their issue will get resolved
• Accurate, timely documentation that keeps systems current
• Strong follow-through that prevents small issues from becoming big ones
• Positive, professional communication in every interaction
• Reliable attendance through training and on the job

What You Bring

• Strong customer service and communication skills
• Good time management and organization
• Active listening and social perceptiveness
• Critical thinking and problem-solving ability
• High school diploma or equivalent

Going the Extra Mile

• Prior call center or customer service experience
• Experience with CRM or case management systems
• Bilingual communication skills

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