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Customer Service Coordinator

3 months ago

Aurora, United States North American Logistics Group, LLC Full time
Job DescriptionJob Description

CRST The Transportation Solution, Inc. is delivering promises and driving success so we can all have what we need to live and thrive. We need talented individuals to help us bring this vision to life.

CRST’s Home Solutions - NAL division is focused on final-mile home delivery of big and bulky products. Home Solutions works with high-profile retailers to deliver, install, and assemble large items like furniture, exercise equipment, and appliances. This valuable service helps our retail partners meet the needs of the growing home-delivery market.

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.

Location: Aurora, CO

Schedule: Monday - Saturday 11:30am - 8:00pm (Sunday & Wednesday Off).

Compensation: $17.80-$26.70/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 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.