Customer Support Specialist

Shape the Customer Experience at the Front Line

CRST The Transportation Solution, Inc. is seeking a Customer Support Specialist to support our Home Solutions – Installs business. This role sits at the center of our customer experience, handling complex inquiries, resolving service issues, and ensuring every interaction reflects CRST’s commitment to dependable, high-quality service.

This is a strong fit for someone who thrives in a fast-paced, high-volume environment, can think clearly under pressure, and brings sound judgment to non-routine customer situations.

How You’ll Work

• Training Start Date: Seven-week training program beginning Monday, February 9th . New hires are onboarded as part of a structured training cohort
• Location: This is an onsite position only. We have a newly remodeled facility located off Northpointe Parkway in Amherst, NY. Parking is provided for all employees
• Compensation: This pay scale represents a good faith estimate of the fixed rate the company reasonably expects to pay upon hire for this position: $20.25 per hour. This rate reflects a good faith estimate of the compensation offered for this role and is expected to apply uniformly to all candidates selected.
• 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
• Additional Compensation: Total compensation may also include other forms of pay such as overtime or discretionary incentives, as applicable

Schedule Expectations (Please Read Carefully)
This is a full-time, onsite role working 40 hours per week. Our operation runs seven days a week, and schedules are built to support customer demand.

• First and second shifts are available
  • First shift typically runs 8 a.m. – 4:30 p.m.
  • Second shift typically runs 11:30 a.m. – 8 p.m. or 12 p.m. – 9 p.m.
• Saturday work is required as part of the regular schedule
• Sunday shifts may be scheduled based on business needs
• Schedules may include a mix of day and evening hours

We are looking for team members who are flexible, dependable, and comfortable working a schedule that includes evenings and consistent Saturday coverage. This role is not a Monday–Friday, daytime-only position.

About the Role
As a Customer Support Specialist, you will manage customer inquiries and service issues across multiple channels, including phone and email. You will navigate multiple systems, interpret general guidelines, and determine appropriate next steps in situations that often involve urgency, emotion, or incomplete information.

Your work directly impacts customer satisfaction, service accuracy, and CRST’s reputation with our retail and service partners.

What You’ll Do

• Respond to inbound customer contacts involving scheduling and rescheduling, order modifications, payment processing, complaints, and general service inquiries
• Assess customer concerns, identify root causes, determine appropriate solutions, and follow through to resolution
• Update, track, and maintain service orders and customer records across internal and external systems
• Support sales-related interactions by receiving warm leads and assisting with timely, accurate service procurement
• Act as a liaison between customers, clients, servicers, and internal teams to ensure clear communication and issue escalation when needed
• Navigate multiple systems to upload documentation, update statuses, and accurately log customer interactions
• Apply sound judgment in non-routine or high-emotion situations while operating within established guidelines

What Great Looks Like

• Customers feel heard, supported, and confident in the resolution provided
• Service issues are resolved accurately and efficiently, even when information is incomplete or situations are complex
• Customer records and service orders are consistently accurate and up to date
• You remain steady, professional, and solutions-focused during high-volume or high-pressure periods
• Attendance and reliability support consistent service delivery for customers and internal teams

What You Bring

• Experience handling customer inquiries, complaints, or service coordination in a fast-paced environment