Client Success Specialist

Safelite•Columbus, OH

About The Position

The Client Success Specialist supports the Strategic Sales team in delivering exceptional service to our clients and their policyholders by providing timely solutions to escalated issues with a balanced approach of being an advocate for the client and Safelite Solutions. This role collaborates cross-functionally with internal business units to provide issue resolution and execute client business process improvements. The Client Success Specialist works within designated guidelines to resolve client concerns promptly and can make monetary commitments within a designated budget to resolve these issues. Additionally, they act as a trusted advisor to the organization's low-tier insurance client partners, working closely with them to implement best-in-class claims programs that deliver an unrivaled customer experience to the policyholder. They are trustworthy representatives of both Safelite Solutions and the client organization.

Requirements

Bachelor's Degree or equivalent experience
4-6 years Customer Service or related field
Client service and relationship focus (High proficiency)
Strong written and verbal communication skills (High proficiency)
Ability to maintain effective interpersonal relationships and work cross functionally across internal and external teams (High proficiency)
Self-starter with a strong work ethic and ability to multitask (High proficiency)
Develop a strong knowledge of internal resources and a clear understanding of when to utilize them (High proficiency)
Ability to recognize, analyze, and solve a variety of problems. (High proficiency)
Proficiency in Microsoft products such as Word, Excel and PowerPoint (Medium proficiency)
Proficiency in Salesforce (Low proficiency)

Responsibilities

Personally manage a focused portfolio of customer relationships, leveraging a large network of cross-functional colleagues, and acting as a subject matter expert to the client.
Responsible for exercising broad judgement to own and manage the issue resolution process for clients and their policyholders from initial contact.
Influences internal & external partners by listening to their concerns, researching the issue and identifying potential solutions in a timely manner.
Builds strong client relationships by remaining responsive and accessible.
Communicates effectively and proactively with clients, policyholders and internal partners to keep them informed regarding critical issues and proposed resolutions.
Executes business processes and generates or requests reports as needed by the client.
Documents all client/customer interactions in Salesforce and uses this information to identify service gaps and trends by client.
Conducts root cause analysis and collaborates with internal partners to refine processes, scripting and systems to create an enhanced client experience.
Ensure ongoing customer satisfaction and loyalty while also enhancing profitability.
Performs other duties as assigned
Complies with all policies and standards