Client Services Agent

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

📋 Description

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

• Assist both employers and employees during the enrollment process.

• Handle paperwork and manage electronic communications efficiently.

• Conduct precise data entry across various databases.

• Build, nurture, and enhance relationships with clients and program representatives.

• Remain informed on program rules, regulations, and implementation requirements.

• Communicate rules and requirements to both internal and external stakeholders.

• Serve as a liaison between clients and Acumen departments.

• Receive, investigate, and resolve client inquiries within agreed-upon timeframes.

• Ensure adherence to state and federal guidelines.

• Manage escalated issues involving client families and state authorities.

• Create strategies that promote program growth through marketing, education, and community outreach.

• Collaborate with internal departments to effectively address issues.

• Handle varying volumes of calls and emails.

• Deliver customer service via phone and electronic communications.

• Work assigned hours and occasionally provide support during weekends, weeknights, and holidays.

• Uphold Acumen's cybersecurity standards by adhering to policies, procedures, and guidelines.

• Perform additional related duties as assigned.

⛳️ Requirements

• Minimum of one year of experience in data entry.

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

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

• Ability to work independently with minimal supervision.

• Strong communication and problem-solving abilities.

• Capacity to thrive in a fast-paced environment.

• Proficiency in managing fluctuating inbound and outbound call volumes.

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

• Experience working with multiple applications concurrently.

• Familiarity with Microsoft Word, Excel, PowerPoint, Internet, Email, and PDFs.

• Skill in prioritizing multiple requests and meeting various deadlines.

• Professional oral and written communication capabilities.

• Strong attention to detail and critical thinking abilities.

• High integrity, excellent organizational skills, time management, and task orientation.

• Competence in handling complex client situations.

• Willingness to obtain certain state-mandated certifications.

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

• Valid driver's license and automobile insurance in the state of residence, if needed by the program.

• Capability to provide a secure remote workspace with high-speed internet when applicable.

• Commitment to maintaining confidentiality.

• Proficiency in interacting effectively with diverse clients, state entities, colleagues, and customers.

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

🏝️ Benefits

• Fully remote work arrangement, while residing in the St. Louis, MO area.

• Flexible schedule, including potential options for weekends, weeknights, and holidays.

• Opportunity to obtain certain state-required certifications.

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

• Training and public speaking opportunities available.

• Work accommodations provided as necessary.