What are the responsibilities and job description for the Client Success Specialist position at Safelite?
A Brief Overview
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.
What You Will Do
This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not, and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.
Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices.
This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned to ensure workload coverage. This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.
This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not, and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.
Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices.
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Internal Associates: Already a member of the Safelite team? Apply through your Workday account by searching "Find Open Jobs".
Diversity: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. Learn more at Careers http://safelite.com/Careers
Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.
This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.
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.
What You Will Do
- 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
- Bachelor's Degree or equivalent experience Required or
- 4-6 years Customer Service or related field Required
- 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)
This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not, and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.
Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices.
This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned to ensure workload coverage. This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.
This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not, and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.
Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices.
--
Internal Associates: Already a member of the Safelite team? Apply through your Workday account by searching "Find Open Jobs".
Diversity: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. Learn more at Careers http://safelite.com/Careers
Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.
This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.