Client Services Agent

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

📋 Description

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

• Assist employers and employees during the enrollment process.

• Handle paperwork and oversee electronic communications.

• Conduct accurate data entry across various databases while adhering to deadlines.

• Build, nurture, and strengthen relationships with clients, program contacts, and third-party organizations.

• Comprehend, uphold, and clarify program rules, regulations, and implementation requirements.

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

• Receive, investigate, and address client inquiries within contractual timeframes.

• Ensure adherence to state and federal guidelines while managing escalated issues.

• Formulate strategies to expand existing programs through marketing, education, and community outreach.

• Collaborate with internal departments to effectively resolve issues through verbal and written communication.

• Manage varying volumes of calls and emails.

• Provide customer service to clients and internal departments via phone and electronic communication.

• Follow the schedule set by the hiring manager and perform other assigned tasks.

• Support the company’s cybersecurity compliance by adhering to relevant policies and procedures.

⛳️ Requirements

• A minimum of one year of experience with manual data entry into databases.

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

• Capability to work independently with minimal supervision.

• Self-motivated individual with strong communication skills.

• Ability to thrive in a fast-paced environment.

• Proficiency in managing fluctuating inbound and outbound call volumes.

• Availability for a flexible schedule, including weekends, weeknights, and holidays.

• Experience in using multiple applications simultaneously.

• Skill in prioritizing and managing competing requests.

• Knowledge and experience with Microsoft Word, Excel, PowerPoint, the Internet, email, and PDFs.

• Demonstrated patience, perseverance, and follow-through mentality.

• Professional oral and written communication abilities.

• Strong attention to detail and critical-thinking skills.

• Capacity to handle responsibility with minimal supervision.

• High integrity standards.

• Basic mathematical skills.

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

• Ability to manage complex client interactions.

• Competence in planning for and meeting multiple deadlines.

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

• Willingness to obtain specific state-required certifications.

• Readiness to travel, including overnight trips, by ground transportation and/or flight if required by the program.

• Valid driver’s license in the state of residence and valid automobile insurance if required by the program.

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

• Exceptional communication and relationship-building skills with clients, state entities, and colleagues.

• Ability to interact respectfully with individuals of diverse abilities, educational backgrounds, authority levels, and ethnicities.

• Capacity to maintain confidentiality.

• Ability to deliver public speaking engagements, including training sessions.

• Proficiency in effective and diplomatic communication with diverse internal and external customers.

• Ability to sit for extended periods and perform repetitive data-entry and office-equipment tasks.

• Capability to work under pressure and manage multiple assignments with specific deadlines.

• Visual acuity, including close vision, color vision, and focus adjustment.

🏝️ Benefits

• Fully remote work arrangement.

• Flexible schedule, with consideration for occasional weekends, weeknights, and/or holidays.

• Opportunity to obtain specific state-required certifications.

• Professional development through training sessions and community outreach activities.