Key Facts

Remote From:

United States

Category: Client Success Manager

Full time

English

Hard Skills

Client Services Salesforce Online Communication

Other Skills

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Relationship Management
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Problem Solving
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Non-Verbal Communication
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Microsoft Word
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Microsoft Excel
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Microsoft PowerPoint
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Social Skills
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Multitasking
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Strong Work Ethic

Roles & Responsibilities

Bachelor's Degree or equivalent experience
1-3 years in Customer Service or related field
Strong written and verbal communication skills
Proficiency in Salesforce

Requirements:

Support a portfolio of client accounts as the client-facing representative
Coordinate the full issue resolution process for clients and policyholders
Build and maintain effective client relationships
Document all client interactions in Salesforce and identify service gaps

Safelite

About Safelite

We’re the auto glass experts. Since 1947, we’ve helped people get back to driving safely. They count on us to repair and replace their glass and recalibrate their vehicle’s advanced safety systems — and that’s something we don’t take lightly. But we’re more than just a glass company. Our teams go above and beyond, pushing the limits to innovate new ways to bring unexpected happiness to people every day. We empower our associates with the support they need to make a difference, deliver memorable service, and do the right thing. Because we know our people make our purpose possible. It’s this philosophy that drives our culture. Come join us. We want to be the best place you’ll ever work. Apply today at safelitecareers.com.

Company type: XLarge

Founded: 2018

Company size: 10001

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Job description

Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.

Essential Functions

Support a portfolio of client accounts, serving as the client facing representative, leveraging cross functional partnership to ensure a seamless and high quality experience.
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.  
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.  
Executes client specific business processes and provides reporting and insights as needed to support client expectations and operational performance.
Documents all client and customer interactions in Salesforce and uses this information to identify service gaps, trends, and opportunities for improvement by client.
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
Ensures ongoing client satisfaction and loyalty while supporting organizational profitability through effective issue management, relationship stewardship, and operational excellence

Knowledge, Skills, Abilities

KSAs
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

Qualifacations