Client Services Agent

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

📋 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 manage electronic communications efficiently.

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

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

• Keep updated on program rules, regulations, and implementation necessities, and communicate them to stakeholders.

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

• Receive, investigate, and resolve client inquiries within contractual time limits.

• Ensure compliance with applicable state and federal regulations.

• Oversee escalated issues involving client families and state agencies.

• Develop strategies that promote growth of existing programs through marketing, education, and community outreach.

• Collaborate with internal departments to effectively resolve issues.

• Manage varying volumes of calls and emails.

• Deliver customer service via phone and electronic communication.

• Adhere to established working hours, with occasional requirements for weekends, weeknights, and holidays.

• Support the company’s commitment to a compliant cybersecurity posture.

• Carry out other related duties as assigned.

⛳️ Requirements

• A minimum of one year experience in data entry.

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

• Capability to work independently with minimal supervision.

• Strong verbal and written communication skills.

• Ability to thrive in a fast-paced environment.

• Proficiency in handling fluctuating inbound and outbound call volumes.

• Flexible schedule that includes availability on weekends, weeknights, and holidays.

• Experience with multiple applications simultaneously.

• Skill in prioritizing tasks and managing competing requests.

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

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

• Attention to detail along with strong critical thinking skills.

• Ability to handle responsibilities with limited supervision.

• High standard of integrity.

• Basic math skills.

• Strong organizational skills, time management, and task orientation.

• Capacity to manage complex client situations.

• Ability to plan for and meet multiple deadlines.

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

• Willingness to obtain certain state-required certifications.

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

• Valid driver's license and automobile insurance as required 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 work under stress and manage multiple assignments with deadlines.

🏝️ Benefits

• Company-sponsored medical, dental, and vision insurance for qualified employees and their dependents.

• Access to additional voluntary benefits.

• 401(k) plan available after 90 days of continuous employment.

• Wellness initiatives offered.

• Employee Assistance Program (EAP) provided.

• Accrued Paid Time Off (PTO) available.

• Paid Sick Time (PST) included.

• 14 paid federal holidays each year.

• Employee birthday holiday recognized.

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