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

Vital Records Control (VRC); Independence Township (OH); On-site; USD 38,000 - 56,000; Full time

Job summary

Vital Records Control (VRC) is seeking a Client Support Specialist in Ohio to resolve challenging customer issues and improve service quality. Reporting to the Customer Care Manager, you will handle billing inquiries, data-driven investigations, and cross-functional coordination to close gaps in processes and enhance customer satisfaction.

The role requires strong communication, analytical thinking, and the ability to manage multiple client-facing tasks while maintaining detailed records for

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

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

Solution oriented

Root cause analysis

Fast-paced environment

Communication skills

Analytical skills

Independence

Multi-tasking

Excel

Tools

Salesforce

Job description

Job Description: Client Support Specialist

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

Requirements

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, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice.