Client Services Agent

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Assist both employers and employees during the enrollment process.

• Enroll, educate, and provide ongoing support to Acumen clients throughout their journey.

• Manage inbound and outbound phone calls and emails.

• Process documentation and oversee electronic communications.

• Conduct precise manual data entry across various databases.

• Cultivate, nurture, and expand relationships with clients and program representatives.

• Comprehend and convey program rules, regulations, and implementation requirements.

• Serve as a communication intermediary between clients and Acumen departments.

• Receive, investigate, and resolve client inquiries within contractual timelines.

• Ensure adherence to state and federal regulations.

• Manage escalated concerns involving client families and state entities.

• Formulate strategies to support the growth of existing programs through marketing, education, and community outreach.

• Collaborate with internal teams to address issues.

• Manage variable call and email volumes.

• Provide customer service through calls and electronic messaging.

• Adhere to assigned schedules, including occasional weekends, weeknights, and holidays.

• Undertake other related assignments as necessary.

• Maintain a positive and compliant cybersecurity environment.

• Utilize office equipment and perform extensive data entry tasks.

⛳️ Requirements

• Minimum of one year experience in data entry.

• Previous experience in customer service and/or client relations.

• Familiarity with using multiple applications simultaneously.

• Proficient in Microsoft Word, Excel, PowerPoint, Internet, Email, and PDFs.

• Capability to work independently with minimal supervision.

• Strong communication skills, both verbal and written.

• Ability to thrive in a fast-paced environment.

• Capacity to manage varying volumes of inbound and outbound calls.

• Flexible scheduling availability, including weekends, weeknights, and holidays.

• Skill in prioritizing and addressing competing requests.

• Demonstrated patience, perseverance, and follow-through.

• Attention to detail and strong critical thinking abilities.

• High ethical standards and integrity.

• Basic mathematical skills.

• Organizational skills, effective time management, and task orientation.

• Ability to manage complex client situations.

• Competence in planning for and meeting multiple deadlines.

• High school diploma or equivalent; some college preferred, or equivalent work experience.

• Willingness to obtain necessary state-required certifications.

• Ability to travel, including overnight stays, if required by the program.

• Valid driver's license and automobile insurance as required by the program.

• Secure remote workspace with high-speed internet, when applicable.

🏝️ Benefits

• Company-sponsored medical, dental, and vision insurance for eligible employees and their dependents.

• Access to voluntary benefits.

• Participation in a 401(k) plan after 90 days of continuous employment.

• Wellness initiatives available.

• Employee Assistance Program (EAP) offered.

• Accrued Paid Time Off (PTO).

• Paid Sick Time (PST).

• 14 paid federal holidays each year.

• Paid holiday for employee birthdays.

• Remote work arrangement options available.