Client Services Agent

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

📋 Description

• Enroll, educate, and assist Acumen clients throughout their journey.

• Provide support for both employers and employees during the enrollment process.

• Handle paperwork and oversee electronic communications.

• Execute precise data entry across various databases while adhering to deadlines.

• Build, nurture, and expand relationships with clients and program contacts.

• Keep abreast of program rules, regulations, and implementation requirements, and communicate them to stakeholders.

• Serve as a liaison between clients and Acumen departments.

• Deliver daily client support by investigating and resolving inquiries within contractual timeframes.

• Ensure adherence to state and federal guidelines.

• Manage escalated issues involving client families and state agencies.

• Develop strategies to enhance existing programs through marketing, education, and community outreach initiatives.

• Collaborate with internal teams to effectively address issues.

• Handle varying volumes of calls and emails.

• Provide customer service via phone and electronic communications.

• Perform other assigned job-related tasks.

• Support Acumen's commitment to cybersecurity compliance by adhering to policies, procedures, standards, and guidelines.

⛳️ Requirements

• Minimum of one year of data entry experience.

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

• Experience with multiple applications concurrently.

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

• Ability to work independently with minimal supervision.

• Capacity to thrive in a fast-paced work environment.

• Skilled in managing varying inbound and outbound call volumes.

• Flexible schedule, including availability on weekends, weeknights, and holidays.

• Proficient in prioritizing and managing competing requests.

• Strong professional oral and written communication skills.

• Attention to detail and critical thinking capabilities.

• Ability to assume responsibility with limited oversight.

• High integrity standards.

• Basic mathematical skills.

• Strong organizational, time management, and task-oriented skills.

• Ability to manage complex client interactions.

• Capability to plan for and meet multiple deadlines.

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

• Willingness to obtain certain state-required certifications.

• Valid driver’s license and automobile insurance as required by the program within the state of residence.

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

• Ability to uphold confidentiality.

• Competence in public speaking, including training sessions.

• Ability to engage effectively with diverse stakeholders.

• Capability to sit for extended periods and perform repetitive data-entry tasks.

• Ability to perform under stress and manage multiple assignments with deadlines.

🏝️ Benefits

• Fully remote work arrangement for those residing in Southern California.

• Flexible schedule, including occasional weekends, weeknights, and holidays as needed.

• Opportunity to acquire certain state-required certifications.

• Travel opportunities, including potential overnight travel, if required by the program.

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