Client Support & Billing Specialist

Vital Records Control (VRC); Brooklyn Heights (OH); On-site; USD 30,000 - 32,000; Full time

Job summary

Vital Records Control (VRC) in Brooklyn Heights is seeking a Client Support Specialist to join our Customer Care team. You will resolve complex customer issues, focusing on billing inquiries, data validation, and process gaps, under the supervision of the Customer Care Manager.

This role requires strong problem-solving, excellent communication, and the ability to multitask in a fast-paced environment while collaborating across teams to improve customer satisfaction and retention.

Qualifications

• Resolve complex billing issues using data from multiple systems.
• Own and resolve customer-facing issues promptly to ensure satisfaction.
• Investigate root causes affecting VitalShred customers and coordinate cross-functionally.
• Maintain detailed records of issues requiring escalation to improve processes.
• Develop understanding of VitalShred processes and customers to build collaborative relationships.
• Manage case queue to prioritize high-priority issues.
• Work with Customer Care Manager to proactively address root causes.

Responsibilities

• 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 VitalShred 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 VitalShred processes and customers to facilitate collaborative working relationships
• Manage case queue to prioritize and track multiple high-priority customer issues simultaneously
• Partner with Customer Care Manager to improve customer service and proactively address and resolve root cause issues

Skills

Root cause analysis

Fast-paced environment

Communication skills

Analytical thinking

Independent cross-functional work

Multitasking

Tools

Excel

Salesforce

Job description

Vital Records Control (VRC) in Brooklyn Heights is seeking a Client Support Specialist to join our Customer Care team. You will resolve complex customer issues, focusing on billing inquiries, data validation, and process gaps, under the supervision of the Customer Care Manager.

This role requires strong problem-solving, excellent communication, and the ability to multitask in a fast-paced environment while collaborating across teams to improve customer satisfaction and retention.