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AI Summary
Manage a portfolio of client accounts by serving as the primary representative and coordinating the full issue resolution process. Drive client satisfaction and loyalty through proactive communication, reporting, and collaboration with internal teams to improve service gaps.
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
- Education Level: Bachelors Degree Or. Equivalent experinces
- Work Experince: 1-3 years Customer Service or related field
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