Customer Experience Escalations Specialist

Glsauto; Greenville (SC); In loco; USD 52.000 - 68.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive base pay

Medical, dental, vision

401K with employer match

Paid Time Off

Tuition Reimbursement

Parental Leave

Volunteer Time Off

Descrizione del lavoro

GLS is seeking an Escalations Coordinator to ensure positive customer experiences by handling complex loan-process cases and escalated issues with accuracy and discretion. You will support frontline staff, own cases to resolution, explain loan details, review trends, and contribute to process improvements while maintaining compliance and records.

The role requires strong communication, a customer-service mindset, and the ability to work in a fast-paced environment.

Competenze

• High school diploma or equivalent required.
• Minimum of one year of customer service experience.
• Strong verbal and written communication skills.
• Excellent interpersonal skills with conflict management ability.
• Proficient with Microsoft Office; able to learn new apps quickly.
• Excellent organizational skills with attention to detail.
• Strong critical thinking, problem solving, and decision making.
• Commitment to organizational core values.

Mansioni

• Serve as a resource to frontline colleagues for complex customer cases.
• Own escalated issues from start to finish and see them through resolution.
• Build rapport with customers to restore trust and satisfaction.
• Explain loan processes and terms clearly to customers.
• Identify root causes and communicate trends to management.
• Provide real-time support to frontline staff on calls.
• Document interactions and outcomes in electronic records.
• Participate in training on system enhancements and strategies.

Conoscenze

Verbal and written communication

Interpersonal skills

Critical thinking

Problem solving

Decision making

Team player

Formazione

High school diploma or equivalent

Strumenti

Microsoft Office

Descrizione del lavoro

GLS is seeking an Escalations Coordinator to ensure positive customer experiences by handling complex loan-process cases and escalated issues with accuracy and discretion. You will support frontline staff, own cases to resolution, explain loan details, review trends, and contribute to process improvements while maintaining compliance and records.

The role requires strong communication, a customer-service mindset, and the ability to work in a fast-paced environment.