Client Support Specialist

Vital Records Control (VRC); St. Louis (MO); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading records management firm in St. Louis, MO, seeks a Client Support Specialist to join the Customer Care team. This role involves resolving complex customer issues, particularly billing inquiries. The ideal candidate will have strong analytical and communication skills, with a solution-oriented mindset and the ability to handle multiple customer inquiries simultaneously. Experience with Excel is required, and familiarity with Salesforce is preferred. The position offers an opportunity to directly impact customer satisfaction and retention.

Qualifications

• Ability to investigate root causes of customer issues and resolve them effectively.
• Experience in a fast-paced customer-facing environment is a must.
• Demonstrated ability to work independently and within a team.

Responsibilities

• Resolve complex billing issues by accessing data from various systems.
• Own and resolve customer-facing issues to ensure satisfaction.
• Investigate issues impacting customers and coordinate solutions.

Skills

Communication skills

Analytical skills

Problem-solving skills

Multi-tasking

Solution-oriented

Customer service experience

Tools

Excel

Salesforce

Job description

Job Description

Client Support Specialist

Reports To: Customer Care Manager

Summary

The Client Support Specialist, reporting to the Customer Care Manager, is an integral part of the Customer Care team. The Client Support Specialist 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.

Primary 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

Primary 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.

Other Duties

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.