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

Vital Records Control (VRC); Independence Township (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

Vital Records Control (VRC) in Ohio is seeking a Client Support Specialist to join the Customer Care team. You will resolve complex billing inquiries and root causes, ensuring timely, accurate resolutions for clients.

You will own customer-facing issues, coordinate cross-functionally, maintain detailed records, and help improve processes and retention with the Customer Care Manager.

Qualifications

• Investigate root causes and resolve customer issues quickly and accurately.
• Experience working in a fast-paced customer-facing environment.
• Excellent internal and external communication skills.
• Strong analytical and problem-solving skills.
• Demonstrated ability to work independently and cross-functionally within a team environment.
• Ability to multi-task and handle multiple client-facing issues simultaneously.
• 1+ year experience with Excel.
• 1+ year experience with Salesforce (preferred).

Responsibilities

• Resolve complex billing issues by accessing data from various systems and calculating findings.
• Own and resolve customer-facing issues in a timely manner to ensure satisfaction.
• Investigate root causes of issues impacting customers and coordinate cross-functionally for solutions.
• Maintain detailed records of customer issues and escalation feedback to improve processes.
• Develop an understanding of internal processes and customers to support cross-team collaboration.
• Manage case queue to prioritize and track multiple high-priority issues.
• Partner with Customer Care Manager to improve customer service and proactively address root causes.

Skills

Problem solving

Customer service

Communication skills

Analytical skills

Team collaboration

Tools

Excel

Salesforce

Job description

Description 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.