Job Description

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
Strong verbal and written communication skills with the ability to explain information clearly and professionally
Sound judgment and problem-solving ability, especially in non-routine situations
Comfort navigating multiple systems and maintaining accurate documentation
Reliability, adaptability, and the ability to learn new tools and processes quickly

Preferred Qualifications

Experience handling high-volume or high-emotion customer interactions
Background supporting scheduling, order management, or service delivery processes
A two-year degree or applicable work experience with demonstrated success

Why CRST?

CRST is celebrating 70 years of grit, growth, and forward momentum—a legacy built on safety, integrity, and delivering on our commitments. Our Home Solutions business plays a critical role in how we serve some of the most recognized retail brands in the country.

At CRST, you’ll lead with influence and impact, backed by a company committed to operational excellence, strong partnerships, and long-term success.

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