Client Support Specialist (Billing & Issue Resolution)

Vital Records Control (VRC); Kansas City (MO); On-site; USD 42,000 - 52,000; Full time

Job summary

Vital Records Control is seeking a Client Support Administrator to join the Customer Care team in Kansas City. The role focuses on resolving complex customer issues, including billing inquiries and service opportunities, by understanding root causes and delivering solutions.

Responsibilities include managing high-priority cases, maintaining detailed records, and working closely with the Site Manager to enhance customer satisfaction and retention.

Qualifications

• Experience with Excel required.
• Experience with Salesforce preferred.
• Ability to work in a fast-paced customer-facing environment.

Responsibilities

• Resolve complex billing issues by accessing 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 for feedback.
• Develop understanding of VitalECM processes and customers to support relationships.
• Manage case queue to prioritize high-priority issues.
• Collaborate with Site Manager to improve customer service and address root causes.

Skills

Solution oriented

Fast-paced environment

Communication skills

Analytical skills

Independent & cross-functional

Multi-tasking

Excel

Salesforce

Job description

Vital Records Control is seeking a Client Support Administrator to join the Customer Care team in Kansas City. The role focuses on resolving complex customer issues, including billing inquiries and service opportunities, by understanding root causes and delivering solutions.

Responsibilities include managing high-priority cases, maintaining detailed records, and working closely with the Site Manager to enhance customer satisfaction and retention.