Lead Customer Service Coordinator

CRST The Transportation Solution • Amherst, NY

2d • Onsite

About The Position

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.

Requirements

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

Responsibilities

• 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.
• 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.
• 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.

Benefits

• 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 and employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed