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A Brief Overview

The Client Success Specialist is the primary point of contact for our top 25 insurance clients, providing high-quality service to clients and policyholders alike. This role manages escalated issues through resolution, autonomously exercises sound judgment on escalated client inquiries, and makes appropriate and reasonable financial commitments within an established service-resolution budget. As a single point of contact for the clients, the specialist works across internal teams to identify root causes, improve processes, and deliver client-focused solutions. The role also represents both Safelite Solutions and the client organization with professionalism, dependability, and a focus on long-term partnership success.

What you will do

• Personally manages a focused portfolio of top insurance client relationships, serving as the client facing representative, leveraging cross functional partnerships, and acting as a subject matter expert to ensure a seamless and high quality experience.
• Exercises informed judgment and autonomy to own and quarterback 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 strong, trust based 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 or 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.
• Conducts root cause analysis and collaborates with internal teams to refine 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

Education Qualifications

• Bachelor's Degree or equivalent experience Required or

Experience Qualifications

• 4-6 years Customer Service or related field Required

Skills and Abilities

• 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

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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