Client Support Specialist

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