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

Vital Records Control (VRC); Kansas City (MO); On-site; USD 42,000 - 52,000; Full time

Job summary

Vital Records Control is seeking a Client Support Administrator to join the Customer Care team in Kansas City. The role focuses on resolving complex customer issues, including billing inquiries and service opportunities, by understanding root causes and delivering solutions.

Responsibilities include managing high-priority cases, maintaining detailed records, and working closely with the Site Manager to enhance customer satisfaction and retention.

Qualifications

• Experience with Excel required.
• Experience with Salesforce preferred.
• Ability to work in a fast-paced customer-facing environment.

Responsibilities

• Resolve complex billing issues by accessing data from multiple systems.
• Own and resolve customer-facing issues to ensure satisfaction.
• Investigate root causes and coordinate cross-functionally for solutions.
• Maintain detailed records of customer issues requiring escalation for feedback.
• Develop understanding of VitalECM processes and customers to support relationships.
• Manage case queue to prioritize high-priority issues.
• Collaborate with Site Manager to improve customer service and address root causes.

Skills

Solution oriented

Fast-paced environment

Communication skills

Analytical skills

Independent & cross-functional

Multi-tasking

Excel

Salesforce

Job description

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.

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.