What are the responsibilities and job description for the Customer Support Specialist position at Crestview Collection?
Customer Support Claims Specialist
Location: Memphis, TN (On-site)
Company: Crestview Collection
Overview
Crestview Collection is a leading wholesale home décor company based in Memphis, TN. Over the past several years, we have experienced significant growth and remain highly optimistic about our continued success in 2026 and beyond. Our mission is to deliver on-trend products at competitive prices while providing exceptional customer service across the industry.
Position Summary
The Customer Support Specialist serves as a key liaison between Crestview Collection, our customers, and our Independent Sales Representatives. This role is responsible for managing customer claims, resolving inquiries, and ensuring a seamless support experience. The ideal candidate takes ownership of customer issues from initial submission through final resolution, demonstrates strong problem-solving skills, and thrives in a fast-paced environment while maintaining exceptional attention to detail and customer satisfaction.
Comfortable handling difficult customer conversations while maintaining professionalism and delivering solutions.
Key Responsibilities
Manage and process a high volume of customer claims accurately and efficiently.
Review, investigate, and resolve customer claims in accordance with company policies and procedures.
Process Return Merchandise Authorizations (RMAs), replacement orders, credit memos, and parts requests.
Coordinate and submit freight damage claims and assist with related follow-up and documentation.
Manage a high volume of inbound and outbound email correspondence while maintaining timely and professional communication.
Investigate customer concerns thoroughly, identify root causes, and provide appropriate solutions or alternatives.
Take ownership of customer issues from initial contact through resolution, ensuring appropriate follow-up throughout the process.
Maintain detailed and accurate records of customer interactions, claims, resolutions, and related communications within company systems.
Build and maintain strong, professional relationships with customers and Independent Sales Representatives through responsive and attentive service.
Collaborate with internal departments, including Customer Service, Warehouse, Shipping, and other applicable teams, to facilitate timely resolution of customer issues.
Prioritize and manage multiple requests simultaneously while meeting established deadlines and service expectations.
Identify recurring issues or opportunities for process improvement and communicate findings to leadership.
Required Qualifications
· Required Qualifications
· • 3-5 years of experience in customer service, claims processing, account management, or a experience preferred
· • Exceptional attention to detail and organizational skills
· • Strong verbal and written communication skills, with active listening abilities
· • Demonstrated ability to adapt communication style to various customer personalities
· • Proven ability to multitask, prioritize workload, and manage time effectively in a fast-paced environment
· • Self-motivated, proactive, and results-driven
· • Strong work ethic with a high level of reliability and professionalism
· • Experience working with ERP systems, CRM software, and Microsoft Office Suite (Excel, Word, Outlook, Office 365)
· • Ability to take ownership of customer issues and drive them through successful resolution
Position Details
- Job Type: Full-time
- Schedule: Monday to Friday, 8-hour shifts
- Expected Hours: 40 hours per week
- Work Location: In person
Benefits
- Health, dental, and vision insurance
- Life insurance
- Simple IRA retirement plan
- Paid time off