Client Services Agent

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

📋 Description

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

• Assist both employers and employees during the enrollment phase.

• Handle paperwork and oversee electronic communications.

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

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

• Stay informed about program rules, regulations, and implementation requirements, and communicate them to stakeholders.

• Act as a liaison for communication between clients and Acumen departments.

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

• Ensure compliance with state and federal regulations.

• Address escalated issues involving client families and state authorities.

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

• Collaborate with internal teams to resolve issues efficiently.

• Manage varying volumes of calls and emails.

• Provide exceptional customer service through phone and electronic channels.

• Adhere to the schedule set by the hiring manager and undertake other assigned tasks.

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

⛳️ Requirements

• Must live in Texas while working remotely.

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

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

• Ability to work independently with minimal supervision.

• Strong communication skills, both verbal and written.

• Capability to thrive in a fast-paced environment.

• Ability to manage fluctuating inbound and outbound call volumes.

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

• Experience using multiple applications simultaneously.

• Proficient in prioritizing and managing competing requests.

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

• Possess patience, perseverance, and a commitment to follow-through.

• Strong attention to detail and critical thinking abilities.

• Capable of managing responsibilities with limited oversight.

• High integrity and ethical standards.

• Basic math skills.

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

• Ability to manage complex client situations.

• Skilled in planning and meeting multiple deadlines.

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

• Willingness to pursue certain state-required certifications.

• Valid driver's license and automobile insurance if required by the program.

• Ability to provide a secure remote workspace with high-speed internet when necessary.

• Commitment to maintaining confidentiality.

• Capability to present in public, including conducting trainings.

• Ability to interact effectively with a diverse range of stakeholders.

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

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

🏝️ Benefits

• Fully remote work arrangement.

• Flexible schedule, which may include occasional weekends, evenings, and holidays.

• Opportunity to obtain certain state-required certifications.

• Travel by ground transportation and/or flight when necessary for the program.

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