Client Services Agent

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

📋 Description

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

• Assist employers and employees during the enrollment process.

• Manage associated paperwork and oversee electronic communication.

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

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

• Stay updated on program rules, regulations, and implementation requirements, and communicate them to stakeholders.

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

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

• Ensure adherence to state and federal guidelines and handle escalated issues.

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

• Collaborate with internal teams to effectively resolve issues.

• Manage varying volumes of calls and emails.

• Deliver customer service through calls and electronic communication.

• Uphold Acumen’s compliant cybersecurity measures by adhering to policies, procedures, standards, and guidelines.

• Undertake other related responsibilities as assigned.

⛳️ Requirements

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

• Capability to work independently with minimal supervision.

• Self-motivated individual with strong communication abilities.

• Capacity to thrive in a fast-paced environment.

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

• Proficiency in managing fluctuating inbound and outbound call volumes.

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

• Experience with multiple applications simultaneously.

• Ability to prioritize competing demands and meet various deadlines.

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

• Demonstrates patience, perseverance, and a follow-through mentality.

• Strong professional oral and written communication skills.

• Excellent attention to detail and critical-thinking abilities.

• High integrity standards.

• Basic mathematical skills.

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

• Ability to manage complex client situations.

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

• 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 required by the program.

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

• Commitment to maintaining confidentiality.

• Ability to speak publicly, including delivering training sessions.

• Capability to engage effectively with diverse customers and stakeholders.

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

• Capacity to work under pressure while managing multiple assignments and deadlines.

🏝️ Benefits

• Fully remote work opportunity.

• Flexible scheduling, with occasional requirements for weekends, weeknights, and holidays.

• Chance to obtain specific state-required certifications.

• Travel, including overnight stays, via ground transportation and/or flights when necessary for the program.

• Support for remote workspace requirements, including high-speed internet when applicable.