Client Support Specialist Mon-Fri 7:30am - 5:30pm

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 is seeking a Client Support Specialist to join our Customer Care team. You will resolve complex customer issues, focusing on billing inquiries, data validation, and process gaps, under the supervision of the Customer Care Manager.

This role requires strong problem-solving, excellent communication, and the ability to multitask in a fast-paced environment while collaborating across teams to improve customer satisfaction and retention.

Qualifications

• Resolve complex billing issues using data from multiple systems.
• Own and resolve customer-facing issues promptly to ensure satisfaction.
• Investigate root causes affecting VitalShred customers and coordinate cross-functionally.
• Maintain detailed records of issues requiring escalation to improve processes.
• Develop understanding of VitalShred processes and customers to build collaborative relationships.
• Manage case queue to prioritize high-priority issues.
• Work with Customer Care Manager to proactively address root causes.

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

Root cause analysis

Fast-paced environment

Communication skills

Analytical thinking

Independent cross-functional work

Multitasking

Tools

Excel

Salesforce

Job description

Job Type

Full-time

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: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, and responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice.

Salary Description

$22-23/Hour

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.