Client Success Specialist

Safelite•Columbus, OH

About The Position

This position supports a portfolio of client accounts, serving as the client-facing representative. The role leverages cross-functional partnerships to ensure a seamless and high-quality client experience. The specialist exercises informed judgment and autonomy to coordinate the full issue resolution process for clients and their policyholders, influencing both internal and external partners by actively listening, researching issues, and driving timely, effective solutions. This role builds and maintains effective client relationships by remaining responsive, accessible, and proactive in communicating with clients, policyholders, and internal partners regarding critical issues, progress updates, and resolution plans. The specialist executes client-specific business processes and provides reporting and insights as needed to support client expectations and operational performance. Additionally, the role documents all client and customer interactions in Salesforce and uses this information to identify service gaps, trends, and opportunities for improvement by client. The specialist assists with root cause analysis and collaborates with internal teams to provide input on processes, scripting, and systems that enhance the overall client and policyholder experience. The ultimate goal is to ensure ongoing client satisfaction and loyalty while supporting organizational profitability through effective issue management, relationship stewardship, and operational excellence.

Requirements

Client service and relationship focus
Strong written and verbal communication skills
Ability to maintain effective interpersonal relationships and work cross functionally across internal and external teams
Self-starter with a strong work ethic and ability to multitask
Develop a strong knowledge of internal resources and a clear understanding of when to utilize them
Ability to recognize, analyze, and solve a variety of problems.
Proficiency in Microsoft products such as Word, Excel and PowerPoint
Proficiency in Salesforce
Bachelors Degree Or. Equivalent experinces
1-3 years Customer Service or related field

Responsibilities

Support a portfolio of client accounts, serving as the client facing representative, leveraging cross functional partnership to ensure a seamless and high quality experience.
Coordinate the full issue resolution process for clients and their policyholders, influencing both internal and external partners by actively listening, researching issues, and driving timely, effective solutions.
Build and maintain effective client relationships by remaining responsive, accessible, and proactive in communicating with clients, policyholders, and internal partners regarding critical issues, progress updates, and resolution plans.
Execute client specific business processes and provide reporting and insights as needed to support client expectations and operational performance.
Document all client and customer interactions in Salesforce and use this information to identify service gaps, trends, and opportunities for improvement by client.
Assist with root cause analysis and collaborate with internal teams to provide input on processes, scripting, and systems that enhance the overall client and policyholder experience.
Ensure ongoing client satisfaction and loyalty while supporting organizational profitability through effective issue management, relationship stewardship, and operational excellence.