Customer Service Coordinator

Customer Service Coordinator at GLS in Tempe, AZ, responsible for handling escalated customer cases, owning issue resolution, and educating customers on auto loan details. Collaborates with frontline associates to resolve complex issues, builds rapport to gain trust, and uses critical thinking to resolve problems while adhering to company policies. Monitors root causes of escalations (account disputes, customer service complaints, regulatory compliance), provides real-time guidance to front-line staff, shares insights to management for improving customer experience, and facilitates training on system enhancements. Maintains electronic records, fosters cross-team collaboration, and undertakes additional assignments or special projects as needed. Requires a high school diploma or equivalent and at least one year of customer service experience, with strong communication, interpersonal, organizational, and computer skills, and the ability to manage multiple priorities in a sedentary office setting.