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.
Skills Required
- Solution oriented with ability to investigate root causes and provide accurate resolutions
- Experience working in a fast-paced customer-facing environment
- Excellent internal and external communication skills
- Strong analytical and problem-solving skills
- Ability to work independently and cross-functionally within a team
- Ability to multi-task and manage multiple client-facing issues simultaneously
- 1+ years experience with Excel
- 1+ years 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.
