Customer Service Coordinator

What does it mean to be a Customer Service Coordinator with GLS? The Customer Service Coordinator will play a vital role in ensuring positive customer experiences. This position will use comprehensive knowledge of the loan process as well as internal processes and procedures to handle complex customer cases as an escalated level of support.

Serve as a resource to frontline associates in handling challenging customer cases, understanding account complexities, and resolving escalated issues

Take ownership of customer-related issues escalated by front line associates and see them to completion

Quickly build rapport with customers to win their trust in the resolution of their issues

Play a vital role in educating and effectively explaining to customers the details of their auto loan

Apply critical thinking skills in problem solving to assist customers and still adhere to company policies to protect the interests of the organization

Review, identify, resolve, and track root causes for all escalations such as account disputes, customer service complaints, and regulatory compliance

Provide real-time assistance to front line associates on calls

Listen to customer feedback and share expertise in making recommendations to management on how to create a more positive customer experience

Provide feedback on escalated trends impacting customer experience

Facilitate delivery of training of any system enhancements or strategies to improve customer experience

Maintain electronic records and files that support work performed and results

Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management

Perform additional assignments and special projects as required by the needs of the company or as directed by management

High school diploma or equivalent required

Minimum of one-year customer service experience required; customer service experience in the consumer finance industry preferred

Strong verbal and written communication skills

Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information. Team player that can adapt in a fast paced and changing environment 

Proficient computer skills with working knowledge of standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required

Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities

Excellent critical thinking, problem solving, and decision-making skills

Commitment to exemplifying the organizational core values and key competencies

Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity

Remain in a stationary position up to 100% of the workday

Constantly operate a computer and other standard office equipment

Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects.

Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling

This position is full-time; day shift

Regular, predictable attendance is required, including overtime hours as business demands dictate

laptop-ats-crawler v2