Customer Support Specialist

Crystal Flash is a rapidly growing organization and is always looking for qualified team members. We seek highly motivated, talented candidates to join our team and offer a competitive benefits package to our employees.

Working at Crystal Flash offers a unique blend of career opportunities, teamwork, and community involvement.

As a 100% employee-owned company, you have a direct impact and stake in the company's success.

Crystal Flash values its employees and fosters a positive work environment. You'll have the opportunity to contribute to a company that is committed to serving its communities through philanthropic initiatives . Additionally, Crystal Flash offers competitive compensation packages and a range of benefits to support your well-being.

Working for a 100% employee-owned company is a unique opportunity that provides a sense of ownership, empowerment, and financial security.

Crystal Flash is a Bronze level Veteran-Friendly Employer in Michigan, as designated by the Michigan Veterans Affairs Agency (MVAA). We are dedicated to building great opportunities for Michigan Veterans.

Crystal Flash has an employee stock ownership plan (ESOP) in which employees own shares through a trust funded by the company. The National Center for Employee Ownership (NCEO) has an article on working at an ESOP company for employee-owners and a research page with statistics on employee ownership and a compilation of studies on the benefits of employee ownership. But if you're curious about what it means to us, just ask any of our 300+ employee owners!

We are proud to announce that Crystal Flash has once again been recognized as one of the Best and Brightest Companies to Work For in West Michigan for 2026. This marks the second year in a row of receiving this honor from the National Association for Business Resources.

In addition, we are thrilled to announce we have also been named one of the Best and Brightest Companies to Work for in the Nation for 2026.

Position:Customer Support Specialist

Location: Grand Rapids, MI

Job :115-2

# of Openings:1

Customer Support Specialist

Position Description

Position Summary
:

The Customer Support Specialist serves as a primary point of contact for Crystal Flash customers by providing exceptional customer service through phone, email, chat, and other communication channels. This position is responsible for handling customer inquiries, processing orders, resolving concerns, maintaining accurate customer records, and supporting operational functions while delivering a positive customer experience.

The Customer Support Specialist works closely with Operations, Dispatch, Credit, Billing, Sales, Service, and other internal departments to ensure customer needs are met efficiently and professionally. This position plays a critical role in customer retention, account maintenance, safety awareness, and supporting the overall customer experience.

Team members support Crystal Flash's mission, vision, and values by demonstrating integrity, safety, customer service, teamwork, open communication, financial responsibility, and environmental stewardship.

Essential Duties and Responsibilities

• Manage inbound and outbound customer interactions via phone, chat, email, and other communication methods.
• Handle customer complaints with urgency, empathy, professionalism, and a goal of achieving satisfactory resolutions.
• Utilize multiple systems and tools to address service, billing, account, payment, and delivery inquiries while maintaining accurate customer records.
• Assist customers with order placement, account modifications, delivery requests, payment arrangements, and service changes.
• Address safety concerns, including gas leaks and emergency calls, calmly and professionally while following established safety procedures.
• Process customer payments and maintain accurate account documentation.
• Perform physical inventory, reconcile inventory, track Bills of Lading (BOLs), and perform data entry and auditing activities as assigned.
• Maintain accurate customer account information and ensure all documentation is complete and up to date.
• Research and resolve account discrepancies by working collaboratively with internal departments.
• Educate customers regarding products, services, pricing programs, payment options, delivery schedules, and account management tools.
• Assist customers with Customer Portal registration, mobile app access, paperless enrollment, and notification…