Client Support Administrator - Mon–Fri 7:00 AM – 4:00 PM

Vital Holdings LLC; Kansas City (MO); On-site; USD 42,000 - 56,000; Full time

Job summary

Vital Holdings LLC is seeking a Client Support Administrator who reports to the Site Manager. This role focuses on resolving complex customer issues, including billing inquiries, service opportunities, and operational gaps, within a fast-paced Customer Care team.

The candidate should demonstrate strong communication, analytical, and problem-solving skills, and the ability to work independently across cross-functional teams while maintaining thorough case records.

Qualifications

• Excellent internal and external communication skills.
• Strong analytical and problem-solving skills.
• Demonstrated ability to work independently and cross-functionally within a team.
• Ability to multi-task and manage multiple client-facing issues simultaneously.
• 1+ year of experience with Excel required.
• 1+ year of experience with Salesforce preferred.

Responsibilities

• Resolve complex billing issues and customer inquiries using multiple data sources.
• Own and resolve customer-facing issues to ensure satisfaction.
• Investigate root causes of issues affecting VitalECM customers and coordinate with teams for solutions.
• Maintain detailed records of customer issues requiring escalation for feedback and improvements.
• Develop understanding of VitalECM processes to support customers and teammates.
• Manage case queue to prioritize high-priority issues and track progress.
• Collaborate with Site Manager to improve customer service and address root causes.

Skills

Communication

Analytical thinking

Problem solving

Multitasking

Independence

Cross-functional

Root cause analysis

Tools

Salesforce

Job description

Title: Client Support Administrator

Reports To: Site Manager

Summary: The Client Support Administrator, reporting to the Site Manager, is an integral part of the Customer Care team. The Client Support Administrator is responsible for resolving more complex issues or requests from customers. This team member is committed to understanding root cause and helping to resolve issues such as billing inquiries, service opportunities, and operational gaps.

Essential Functions:

• Ability to resolve complex billing issues by accessing data from various systems and utilizing appropriate systems to calculate findings.
• Own and resolve customer-facing issues in a timely manner to ensure customer satisfaction.
• Investigate root causes of issues impacting VitalECM customers and coordinate cross-functionally for solutions.
• Maintain detailed records of customer issues requiring escalation to provide feedback on overall processes and enhance Customer Satisfaction and overall retention.
• Develop a deep understanding of VitalECM processes and customers to facilitate collaborative working relationships.
• Manage case queue to prioritize and track multiple high-priority customer issues simultaneously.
• Partner with Site Manager to improve customer service and proactively address and resolve root cause.

Requirements

Requirements

Competencies:

• Solution oriented, able to investigate root causes of customer issues and provide quick and accurate resolution.
• Experience working in a fast-paced customer-facing environment.
• Excellent internal and external communication skills.
• Strong analytical and problem-solving skills required.
• Demonstrated ability to work independently and cross-functionally within a team environment.
• Ability to multi-task, able to complete multiple client-facing issues simultaneously.
• 1+ Experience with Excel required.
• 1+ Experience with Salesforce, preferred.

Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice.

Notice Regarding the Use of Artificial Intelligence in Application Review:

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.

Equal employment opportunity, including veterans and individuals with disabilities.

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