Escalation Coordinator
2 weeks ago
Why Choose GLS?
About the Company:GLS aims to enhance affordable and reliable transportation options, impacting not only work but overall quality of life. Using advanced analytics, the company has assisted over 500,000 families in meeting their transportation needs.
Join the Team:Be part of a diverse team of 1,000+ individuals at GLS who are passionate about driving innovation and celebrating success in a positive work culture.
Opportunity for Growth:GLS is recognized as one of the fastest-growing private companies in America. Your chance to grow professionally starts here
Perks and Benefits:- Competitive base pay and performance bonuses based on role
- Comprehensive healthcare coverage and wellness benefits
- 401K plan with employer match and immediate vesting
- Generous paid time off and holidays
- Tuition reimbursement and parental leave
- Business casual work environment
As an Escalations Coordinator at GLS, you will play a vital role in ensuring exceptional customer experiences by handling complex cases and providing escalated support.
Key Responsibilities:- Assist front-line associates with challenging customer cases
- Own and resolve escalated customer issues
- Utilize critical thinking for effective problem-solving
- Identify and address root causes for escalations
- Provide feedback for enhancing customer experience
- Track trends and report on areas for improvement
- Collaborate with leadership to resolve escalated issues
- Conduct training on system enhancements
- High school diploma or equivalent
- Minimum of one year customer service experience
- Exceptional communication and interpersonal skills
- Proficiency in computer applications
- Ability to work effectively in a team environment
- Intrinsically motivated with problem-solving skills
- Pass a criminal background check
- Perform duties in a stationary position
- Operate standard office equipment
- Effective verbal and written communication
- Visual acuity for analyzing data and computer use
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