Client Support Specialist: Billing & Root-Cause Resolver

Vital Holdings LLC; Brooklyn Heights (OH); On-site; USD 36,000 - 55,000; Full time

Job summary

VitalShred in Brooklyn Heights, OH is seeking a Client Support Specialist to resolve complex customer issues, particularly billing inquiries, service opportunities, and operational gaps. You will investigate root causes, coordinate with multiple teams, and maintain meticulous records to drive satisfaction and retention.

The role requires strong analytical, communication, and problem-solving skills, plus experience in Excel and Salesforce.

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+ year experience with Excel.
• 1+ year 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.

Tools

Excel

Salesforce

Job description

VitalShred in Brooklyn Heights, OH is seeking a Client Support Specialist to resolve complex customer issues, particularly billing inquiries, service opportunities, and operational gaps. You will investigate root causes, coordinate with multiple teams, and maintain meticulous records to drive satisfaction and retention.

The role requires strong analytical, communication, and problem-solving skills, plus experience in Excel and Salesforce.