Onsite Lead Customer Service Coordinator — Amherst

CRST The Transportation Solution, Inc.; Town of Amherst (NY); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Prescription drug coverage

Telemedicine services

Company-paid life insurance

Company-paid disability insurance

Retirement savings with company match

Paid time off

Holidays

Parental leave

Employee discounts

Job summary

CRST The Transportation Solution, Inc. in Amherst, NY seeks a Lead Customer Service Coordinator to oversee service activities and ensure a high‑quality customer experience across channels.

You will manage inquiries, complaints, and feedback, support resolution efforts, and mentor a team to deliver timely, accurate service. The role offers onsite work with a comprehensive benefits package and starting pay of $20.50 per hour.

Qualifications

• 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 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.

Skills

Active Learning

Listening

Speaking

Time Management

Social Perceptiveness

Service Orientation

Critical Thinking

Job description

CRST The Transportation Solution, Inc. in Amherst, NY seeks a Lead Customer Service Coordinator to oversee service activities and ensure a high‑quality customer experience across channels.

You will manage inquiries, complaints, and feedback, support resolution efforts, and mentor a team to deliver timely, accurate service. The role offers onsite work with a comprehensive benefits package and starting pay of $20.50 per hour.