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

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.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.