Escalations Coordinator

An Escalations Coordinator at GLS is responsible for handling complex customer cases that frontline associates cannot resolve. This role involves applying critical thinking skills, assisting in problem-solving, and ensuring that customer concerns are addressed effectively while adhering to company policies.

To succeed as an Escalations Coordinator at GLS, you should have strong verbal and written communication skills, at least one year of customer service experience (preferably in consumer finance), proficiency with Microsoft Office, and exceptional interpersonal abilities. Being a team player in a fast-paced environment is crucial.

GLS is committed to employee growth and offers various opportunities for advancement. As an Escalations Coordinator, you can participate in training sessions, take on additional responsibilities, and share recommendations for enhancing customer experiences, all of which can lead to upward mobility within the company.

Working as an Escalations Coordinator at GLS provides a business casual setting where innovation and teamwork are encouraged. Our culture is built on caring deeply for our customers and each other while maintaining a positive attitude, making it an inspiring place to contribute and grow.

GLS provides comprehensive benefits, including competitive pay, performance bonuses, medical and dental insurance, a 401K with a match, paid time off, volunteer time off, and tuition reimbursement. Additionally, employees can enjoy a supportive environment that fosters work-life balance.

The Escalations Coordinator position at GLS primarily requires a stationary position for most of the workday, which may involve significant computer usage. While remote work options are generally limited for this role, specific arrangements can be discussed during the hiring process.

GLS stands out due to its mission-driven approach to providing affordable auto financing, a strong commitment to employee development, and a culture that emphasizes valuing contributions from all team members. With recognition from Inc 5000 as one of America’s fastest-growing companies, GLS provides a rewarding work experience.

Addressing difficult customer interactions requires patience and empathy. Start by actively listening to the customer’s concerns, expressing understanding, and assuring them that you’ll work towards finding a solution. Use your expertise in policies and procedures to guide the conversation effectively.

Share a specific situation where you identified the root cause of a customer's issue, applied your problem-solving skills, and worked collaboratively with internal teams or external parties to resolve it. Highlight the outcome and customer satisfaction achieved.

To stay current with GLS internal processes, consistently review training materials, participate in team meetings, and maintain open communication with team leaders. Taking notes during knowledge-sharing sessions can also serve as a helpful reference for future cases.

Prioritizing escalations involves assessing the urgency and impact of each case. Start with those that involve high customer dissatisfaction or potential regulatory concerns. Communicate regularly with the associates for updates to ensure timely resolutions.

Customer feedback is invaluable for service improvements. As an Escalations Coordinator, you should actively listen to suggestions and concerns from customers, document these insights, and share them with management to implement changes that enhance the overall customer experience.

Building rapport begins with establishing trust. Be authentic, empathetic, and attentive throughout the interaction. Personalizing your responses and ensuring customers feel heard can significantly improve their experience and facilitate smoother resolutions.

Teamwork is essential for an Escalations Coordinator. Collaborating with front-line staff and other departments allows you to gather comprehensive information regarding escalated cases. Encouraging open communication and support among colleagues fosters a more efficient resolution process.

In such cases, it’s important to reassess the situation. Review the history of attempts made, identify any barriers that may have hindered resolution, and collaborate with management or other departments for alternative solutions.

Utilizing tracking tools like spreadsheets or customer relationship management (CRM) systems can help in monitoring escalated issues. Keeping detailed records of escalations, actions taken, and outcomes enables you to identify trends and areas for improvement effectively.

One of the most rewarding aspects is the ability to transform a frustrated customer’s experience into a positive one. Knowing that your efforts not only improved their satisfaction but also contributed to the company's reputation generates great personal fulfillment.