Customer Support Specialist
Houston, TX | Full Time | Onsite
VeriTrust Corporation sets the standard in records management and secure information destruction. As a NAID certified provider, we protect what matters most to our clients across Texas, and we are known for accuracy, accountability, and service that earns long term trust. We are hiring a Customer Support Specialist to be the problem solver our clients rely on when issues arise.
This is not a role for someone who simply responds to tickets. You will investigate, diagnose, and resolve. You will dig into the root cause of client issues, coordinate across teams to fix them, and make every interaction one that strengthens the relationship.
Just as important, you genuinely like helping people. Your warmth comes through on every call and in every written reply, and clients trust you because of it.
What You Will Do
- Resolve complex billing issues by pulling data from multiple systems and using the appropriate tools to calculate and validate accurate findings.
- Own customer facing issues from first contact through resolution, acting quickly to protect satisfaction and retention.
- Investigate the root causes of issues affecting VeriTrust clients and coordinate cross functionally to deliver lasting solutions.
- Maintain detailed records of escalated issues and turn that documentation into feedback that improves our processes and the overall customer experience.
- Build deep knowledge of VeriTrust operations, systems, and clients to create strong, collaborative working relationships.
- Manage the case queue and email queue with discipline, prioritizing and tracking multiple high priority issues at the same time.
- Partner with the Customer Support Manager to elevate service quality and proactively eliminate recurring root cause issues.
What You Bring
- A genuine desire to help people, with the drive to build and cultivate lasting client relationships rather than simply close cases.
- A warm, welcoming phone presence that puts clients at ease and reflects the care VeriTrust is known for.
- Real enthusiasm for the work and a desire to be part of a committed, collaborative team.
- A solution oriented mindset with a proven track record of identifying root causes and delivering fast, accurate resolutions.
- Strong analytical and problem solving skills. This is essential to the role and will be evaluated closely throughout the hiring process.
- Excellent written communication skills, with clear, professional, and warm client correspondence, paired with equally strong verbal communication across internal teams.
- Experience in a fast paced, customer facing environment.
- The ability to absorb detailed processes during training and apply them accurately and independently once trained.
- Openness to coaching and feedback, with the ability to put it into practice and continually raise your performance.
- Demonstrated ability to work both independently and cross functionally within a team.
- Proven ability to multitask and manage several client facing issues at once without losing accuracy.
- Proficiency in Microsoft Excel.
- Hands on experience with a CRM platform.
Growth at VeriTrust
We promote from within. Our customer service team offers a clear upward mobility path, and we are deeply committed to developing our people through ongoing training, skill building, and advancement opportunities. The right person will not just fill this role. They will grow with us.
What We Offer
- A defined path for professional development and internal promotion.
- Accidental Death and Dismemberment (AD&D) coverage.
- Long Term Disability (LTD) coverage.
- PTO, Company Holidays, & more!
This job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities required of the employee in this role. Duties and responsibilities may change at any time, with or without notice.
Equal Opportunity Employment. VeriTrust Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.
Reasonable Accommodation. VeriTrust Corporation provides reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. If you require an accommodation to participate, please contact us.
Employment Requirements. Employment is contingent upon the successful completion of all requirements prior to your start date, which may include a background check and a drug screening.
At Will Employment. Employment with VeriTrust Corporation is at will. Either the employee or the company may end the employment relationship at any time, with or without cause and with or without notice, to the extent permitted by law.
Ready to be the person our clients trust to make problems disappear? Apply today.
Pay: $15.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- On-the-job training
- Paid time off
- Professional development assistance
Ability to Commute:
- Houston, TX 77080 (Required)
Work Location: In person
