Client Support Administrator - MonFri 7:00 AM 4:00 PM

Vital Holdings LLC; Kansas City (MO); On-site; USD 42,000 - 52,000; Full time

Job summary

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

You will own case queues, investigate root causes, document issues, and collaborate across teams to enhance satisfaction and retention.

Strong communication, analytical skills, and Excel/Salesforce experience are valued as you ensure timely, accurate resolutions.

Qualifications

• Experience in a fast-paced customer-facing environment.
• Excellent internal and external communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and cross-functionally.
• Ability to multi-task and handle multiple client-facing issues.
• 1+ year experience with Excel.
• 1+ year experience with Salesforce preferred.

Responsibilities

• Resolve complex billing issues using 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.
• Develop understanding of VitalECM processes and customers.
• Manage case queue to prioritize multiple high-priority issues.
• Collaborate with Site Manager to improve customer service and address root causes.

Skills

Customer service

Analytical skills

Communication skills

Problem solving

Cross-functional teamwork

Excel

Salesforce

Time management

Tools

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.

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.