Job Information
CRST The Transportation Solution, Inc. Customer Service Coordinator in Amherst, New York
Description
Job Summary:
Responsible for responding to and/or managing inquiries, complaints, and feedback from customer accounts. This may include providing support through various channels, such as in person, phone, email, or social media. They must be able to communicate effectively, understand the customer's needs, and provide solutions or information promptly. Additionally, they may need to collect and record customer data and maintain accurate records of customer interactions. The role requires problem-solving skills, patience, empathy, and the ability to work under pressure. The focus is on building and maintaining positive relationships with customers and providing quality service that meets or exceeds their expectations.
Home Solutions (Installs) : CRST’s Home Solutions - 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.
Schedule: Monday - Saturday 9:30am - 6:00pm (Sunday & Wednesday Off).
Compensation: $16.20-$24.30/hr is the starting range (Pay Bi-Weekly) *A final amount is dependent on factors including prior relevant experience, knowledge, and location. Typically, selected candidates are hired at a rate between the minimum and midpoint of the range.
Essential Duties and Responsibilities:
Assist with taking inbound calls by receiving warm leads and procure water heater sales in a timely fashion from clients/customers
Provide data entry assistance and properly document information by uploading to internal and external systems for client communications along with maintaining a record of all events pertaining to each request
Update service orders on behalf of servicer requests internally through system
Will work in the client system uploading paperwork, status, and call information
Respond to inbound calls involving scheduling/rescheduling, order modifications, customer payment processing, customer complaints, and any other basic inquiries from customer, clients, and services
Properly document all systems
Resolves simples and complex problems by clarifying customer complaint, determining route cause of the issue, providing best possible solution, expedited adjustment, follow up for completion
Act as a liaison between customers, clients, and servicers
Provide timely communication to each internal department to address issues and /or complaints
Escalate issues per established procedures
Preferred Skills:
Customer Service and Communication
Good Time Management
Active Learning and Listening
Social Perceptiveness
Critical Thinking and Coordination
Service Orientation
The CRST 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.
EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.