Description
Title: Client Support Administrator
Reports To: Site Manager
Summary: The Client Support Administrator, reporting to the Site Manager, is an integral part of the Customer Care team. The Client Support Administrator 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.
Essential Functions:
- 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 VitalECM 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 VitalECM processes and customers to facilitate collaborative working relationships.
- Manage case queue to prioritize and track multiple high-priority customer issues simultaneously.
- Partner with Site Manager to improve customer service and proactively address and resolve root cause.
Requirements
Requirements
Competencies:
- 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.
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.
Skills Required
- Experience working in a fast-paced, customer-facing environment
- Strong analytical and problem-solving skills
- Excellent internal and external communication skills
- Ability to work independently and cross-functionally
- Ability to manage multiple client-facing issues simultaneously
- At least 1 year of experience with Microsoft Excel
- At least 1 year of experience with Salesforce
What We Do
VRC Companies (dba Vital Records Control) is a national leader in digital document management solutions. It helps organizations streamline their records management processes for enhanced efficiency and compliance. Through its core brands—VitalScan, VitalChart, VitalRecords, and VitalShred—VRC provides a comprehensive suite of services including enterprise content management, health information management, secure document storage, and secure document destruction throughout the information lifecycle.
