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 company, Medicaid, state, and contract guidelines for both incoming and outgoing calls.

• Deliver exceptional customer service to clients, coworkers, and visitors via phone and in person.

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

• Accurately process incoming and outgoing paperwork and electronic communications through manual data entry.

• Register both potential and existing customers within multiple databases.

• Receive, research, sort, file, and retrieve confidential and time-sensitive documents as needed.

• Update and maintain files and records while managing a complex filing system.

• Process paperwork and communications in accordance with Acumen, Medicaid, state, and program guidelines.

• Independently prioritize work based on deadlines, urgency, and a calendar of timelines.

• Retrieve and return calls, escalating issues to the appropriate Supervisor when necessary.

• Review and process emails, escalating them as required.

• Adhere to and document processes while identifying opportunities for improvement.

• Meet call quotas and perform other assigned tasks as required.

• Occasionally work late or on weekends to meet deadlines or manage high-volume demands.

• Support the company’s commitment to a compliant cybersecurity posture by following established policies, procedures, standards, and guidelines.

⛳️ Requirements

• High School Diploma or equivalent is required.

• Some college coursework or a degree is preferred.

• Minimum of 2 years’ experience in Customer Service is necessary.

• Proficiency with 10-key by touch is essential.

• Strong ability to work with numbers is required.

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

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

• Ability to respond effectively and respectfully to both internal and external customers.

• Excellent organizational skills with a strong attention to detail.

• Background in Data Entry with a high level of accuracy is preferred.

• High standard of integrity and sound business ethics is essential.

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

• Capable of multi-tasking and meeting assigned deadlines in a fast-paced environment.

• Ability to recognize problems and escalate them appropriately.

• Minimum typing speed of 45 words per minute is required.

• Strong skills in handling conflict, dealing with difficult customers, and de-escalating situations.

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

🏝️ Benefits

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

• Access to additional voluntary benefits.

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

• Wellness initiatives provided.

• Employee Assistance Program (EAP) available.

• Accrued Paid Time Off (PTO) offered.

• Paid Sick Time (PST) included.

• 14 paid federal holidays plus an employee's birthday, totaling 15 paid holidays each year.