Client Support Specialist: Billing & Issue Resolution

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, OH is seeking a Client Support Specialist who reports to the Customer Care Manager. You will resolve complex customer inquiries, focusing on billing and service opportunities, while understanding root causes to drive effective solutions.

This full-time role requires strong communication, analytical skills, and the ability to work independently in a fast-paced environment.

Qualifications

• Experience in a fast-paced customer-facing environment.
• Strong root-cause analysis and problem-solving skills.
• Excellent verbal and written communication.
• Ability to work independently and cross-functionally within a team environment.
• Ability to multi-task and manage multiple client issues simultaneously.
• 1+ year experience with Excel.

Responsibilities

• Resolve complex billing issues by using data from multiple systems and calculating 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 processes and enhance satisfaction and retention.
• Develop a deep understanding of VitalShred processes 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

Customer-facing experience

Communication skills

Analytical skills

Independent work

Multi-tasking

Problem-solving

Tools

Excel

Salesforce

Job description

Vital Records Control (VRC) in Brooklyn Heights, OH is seeking a Client Support Specialist who reports to the Customer Care Manager. You will resolve complex customer inquiries, focusing on billing and service opportunities, while understanding root causes to drive effective solutions.

This full-time role requires strong communication, analytical skills, and the ability to work independently in a fast-paced environment.