Senior Customer Care Coordinator

Key Responsibilities

• Serve as an escalation point for customer issues across phone, email, and chat channels.
• Ensure timely resolution and a consistent, high-quality customer experience across all channels.
• Serve users across GMAC’s products, exam services, and exam preparation offerings.
• Investigate and resolve Tier 2+ issues using internal systems, tools, and data to minimize repeat contacts and reduce time to resolution.
• Identify recurring customer problems, root causes, and service trends to inform process improvements and reduce future service disruptions.
• Escalate issues to internal teams, vendors, or product owners with clear documentation.
• Maintain accurate case records, including detailed notes and resolutions.

Operations and Process Improvement

• Support customer care queue and workload management to help maintain service levels and meet response time targets.
• Monitor third-party support partners and provide feedback on quality and performance.
• Identify and improve workflows, procedures, and service standards to increase efficiency and consistency.
• Partner with the Senior Manager to implement and optimize AI-driven customer service workflows, including automation, routing, self-service, and agent-assist tools.
• Review AI workflow results and recommend improvements based on service quality, customer feedback, and cost savings.
• Maintain process documentation, knowledge articles, and operating procedures.
• Help train and support contractors and vendor teams.
• Provide backup support for the Senior Manager when needed.

Reporting and Analysis

• Build, maintain, and share reports on ticket volume, backlog, service levels, and team performance as requested.
• Analyze trends and recommend operational improvements.

Minimum Requirements

• A high school diploma or equivalent.
• 3 years’ experience in customer service, support operations, customer success, retail, hospitality, or similar environments.
• Strong analytical and problem-solving skills.
• Experience improving processes or workflows.
• Comfortable using data and reports to make decisions.
• Strong written and verbal communication skills.
• Excellent interpersonal skills; ability to interact with a wide variety of people using diplomacy, tact, and discretion.
• Excellent organization and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail.
• Ability to work independently and across teams.
• Ability to work in-office and remotely according to GMAC’s hybrid work environment.

Desired Skills/Experience

• Experience with customer service platforms (e.g., Zendesk, Salesforce Service Cloud, or Freshdesk).
• Experience with AI-powered customer service tools, chatbots, workflow automation, or knowledge base platforms.
• Technical troubleshooting experience.
• Familiarity with dashboards, reporting tools, or Excel-based analysis.
• Experience working with outsourced or third-party support teams.
• Positive, consistent, and proactive problem solver.