Client Services Agent

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

📋 Description

• Enroll, educate, and assist Acumen clients throughout their entire lifecycle.

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

• Handle paperwork and oversee electronic communications.

• Accurately input data into various databases.

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

• Clearly explain program rules, regulations, and implementation requirements to 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 regulations.

• Manage escalated issues involving client families and state entities.

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

• Collaborate with internal departments to resolve issues.

• Manage varying volumes of calls and emails.

• Deliver customer service through telephone and electronic communication.

• Support the company’s compliance with cybersecurity standards.

• Perform additional related duties as assigned.

⛳️ Requirements

• Minimum of one year of experience in manual data entry into databases.

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

• High school diploma or equivalent is required; some college education is preferred.

• Ability to work independently with minimal supervision.

• Strong oral and written communication skills.

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

• Proficient in managing fluctuating inbound and outbound call volumes.

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

• Experience with using multiple applications at the same time.

• Proficient in Microsoft Word, Excel, PowerPoint, and familiar with the Internet, email, and PDFs.

• Ability to prioritize competing demands and meet multiple deadlines.

• Demonstrated patience, perseverance, follow-through, attention to detail, and critical thinking skills.

• Ability to manage complex client situations and work under stress.

• Commitment to maintaining confidentiality.

• Willingness to obtain specific state-required certifications.

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

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

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

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

• Ability to stand, walk, and speak for an hour or longer.

• Vision capabilities including close vision, color vision, and focus adjustment.

🏝️ Benefits

• Flexible scheduling, including occasional weekends, evenings, and holidays.

• Remote workspace assistance with high-speed internet when applicable.

• Opportunity to obtain specific state-required certifications.

• Travel via ground transportation and/or flight, including overnight travel, as needed by the program.