Client Support & Complex Billing Specialist

Vital Records Control (VRC); Independence Township (OH); On-site; USD 38,000 - 56,000; Full time

Job summary

Vital Records Control (VRC) is seeking a Client Support Specialist in Ohio to resolve challenging customer issues and improve service quality. Reporting to the Customer Care Manager, you will handle billing inquiries, data-driven investigations, and cross-functional coordination to close gaps in processes and enhance customer satisfaction.

The role requires strong communication, analytical thinking, and the ability to manage multiple client-facing tasks while maintaining detailed records for

Qualifications

• 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

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

Solution oriented

Root cause analysis

Fast-paced environment

Communication skills

Analytical skills

Independence

Multi-tasking

Excel

Tools

Salesforce

Job description

Vital Records Control (VRC) is seeking a Client Support Specialist in Ohio to resolve challenging customer issues and improve service quality. Reporting to the Customer Care Manager, you will handle billing inquiries, data-driven investigations, and cross-functional coordination to close gaps in processes and enhance customer satisfaction.

The role requires strong communication, analytical thinking, and the ability to manage multiple client-facing tasks while maintaining detailed records for