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CRST The Transportation Solution, Inc. · 1 day ago

Lead Customer Service Coordinator

Amherst, NY 14228, USA

Full-time

Onsite

Senior Level

$18/hr - $22.75/hr

CRST The Transportation Solution, Inc. is delivering promises and driving success so we can all have what we need to live and thrive. The Lead Customer Service Coordinator is responsible for managing customer inquiries and complaints, providing support through various channels, and maintaining accurate records of customer interactions.

Transportation

Responsibilities

Resolve escalated customer complaints

Train and development of staff as needed

Fostering agent productivity

Five9 monitoring, moving agents in and out of queue

Taking phone calls or working emails as necessary

Make recommendations for process improvement and development based on customer and associate feedback

Other duties as assigned by supervisor

Qualification

Customer ServiceProblem-SolvingTime ManagementCritical ThinkingInstructingSpeakingSocial PerceptivenessCoordinationService OrientationActive Listening

Required

Ability to respond to and/or manage inquiries, complaints, and feedback from customer accounts

Ability to provide support through various channels, such as in person, phone, email, or social media

Effective communication skills

Ability to understand the customer's needs and provide solutions or information promptly

Ability to collect and record customer data and maintain accurate records of customer interactions

Problem-solving skills

Patience and empathy

Ability to work under pressure

Focus on building and maintaining positive relationships with customers

Providing quality service that meets or exceeds customer expectations

Resolve escalated customer complaints

Train and develop staff as needed

Fostering agent productivity

Five9 monitoring, moving agents in and out of queue

Taking phone calls or working emails as necessary

Make recommendations for process improvement and development based on customer and associate feedback

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

Additional voluntary benefits

Employee discounts

Company

CRST The Transportation Solution, Inc.

Glassdoor3.2

For 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.

Founded in 1995