Customer Relations Specialist

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

• Standardize the quality of outgoing communications while adhering to Acumen, Medicaid, state, and contract guidelines for both incoming and outgoing calls.

• Execute administrative support tasks across the company.

• Act as the initial point of contact for customers.

• Engage daily via phone and electronically with individuals from diverse educational backgrounds and varying levels of authority.

• Deliver outstanding customer service to clients, colleagues, and visitors both over the phone and in person.

• Analyze, track, research, and resolve customer inquiries effectively.

• Manage incoming and outgoing paperwork and electronic communications through precise manual data entry.

• Register both potential and existing customers across various databases.

• Receive, investigate, sort, file, and retrieve confidential and time-sensitive documents.

• Process documents to update and maintain files and records accurately.

• Maintain a sophisticated filing system.

• Independently prioritize tasks based on deadlines, urgency, and managerial instructions.

• Understand and apply internal and external applications, software, Medicaid regulations, and guidelines from contracts, states, and programs.

• Manage conflicts and challenging customers while de-escalating situations effectively.

• Retrieve and return calls, directing issues to the appropriate supervisor when necessary.

• Review and process emails, escalating them as needed.

• Adhere to position processes and fulfill assigned duties.

• Document new processes as requested by management.

• Identify and communicate opportunities for process improvement.

• Occasionally work late or on weekends as required to meet deadlines or address high-volume demands.

• Meet call quotas established by management.

• Perform other assigned tasks and adjust priorities as directed.

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

⛳️ Requirements

• High School Diploma or equivalent; some college coursework or a degree is preferred.

• A minimum of 2 years of experience in Customer Service.

• Proficient in 10-key data entry by touch.

• Strong numerical aptitude.

• Valid Driver’s License and capability to lift and transport mail to the post office daily.

• Advanced computer skills, including proficiency in email, Word, Excel, PowerPoint, Adobe Acrobat, and document manipulation.

• Exceptional organizational skills with a keen attention to detail.

• Background in data entry with a high level of accuracy.

• Ability to work independently as well as collaboratively within a team.

• Capability to multi-task and meet deadlines in a fast-paced environment.

• Proficient in recognizing problems and escalating them appropriately.

• Minimum typing speed of 45 wpm.

• Excellent communication and interpersonal skills.

• Ability to maintain confidentiality.

• Capacity to read and interpret written information and procedural documentation.

• Ability to respectfully interact with a diverse range of customers and stakeholders.

• Skill in resolving crisis situations and developing solutions between parties.

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

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

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Supportive work environment fostering teamwork and collaboration.

• Flexible work hours and potential for remote work options.