Client Services Agent

Agents at Acumen must exhibit a service-forward mindset as they embody the organization's mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families. The Agent is responsible for enrolling, educating and supporting Acumen clients throughout their lifecycle with the organization, which involves inbound and outbound phone calls and emails, processing paperwork and manual data entry into multiple databases with a high degree of accuracy.

Responsibilities

Support clients (employers and employees) during their enrollment process; Process related paperwork and manage electronic communication; Accurate data entry using several databases simultaneously while meeting deadlines; Establish, foster and grow relationships with clients and program contacts including third party organizations; Understand and stay up to date on program rules, regulations and implementation needs and communicate them to external and internal stakeholders; Act as a communication liaison between the clients and across all Acumen's departments; Receive, research and resolve all client inquiries within contractual specific timeframes; Ensure compliance with all state and federal guidelines including the management of all escalated issues within contractual specific timeframes; Develop strategies to support the growth of existing programs through marketing, education and community outreach; Work collaboratively with other internal departments to address issues effectively in verbal and written form; Manage a fluctuating volume of calls and emails; Provide effective and efficient customer service via calls and/or electronic communication; Working hours as established by the hiring manager, with occasional weekends, weeknights and/or holidays; Perform other work related duties as assigned

Requirements

At least one year of experience with data entry (manual keying in of information into databases); Works well independently with limited supervision; Works as a self-starter with effective communication skills; Ability to work in a fast paced environment; Prior experience in customer service and/or client relations; Ability to handle fluctuating inbound and outbound call volume; Must be able to work a flexible schedule, including but not limited to weekends, week nights and holidays; Experience working with multiple applications simultaneously; Ability to prioritize and handle competing requests successfully; Knowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email and use of PDFs; Patience, perseverance, and follow through mentality; Ability to communicate both orally and in writing in a professional manner; Attention to detail and critical thinking skills; The ability to handle responsibility with limited supervision; High standard of integrity; Ability to use basic math skills; Demonstrates excellent organizational skills, time management, and task orientation; Good interpersonal communication skills; Ability to handle and accommodate complex clients; Must be able to plan for and meet multiple deadlines; High school diploma or equivalent with some college preferred (or equivalent work experience)

Nice to have

Willingness to obtain certain state required certifications; Ability (if required by program) to travel, including overnight(s), via ground transportation and/or via flight; Maintain a valid driver's license within the state of residence and valid automobile insurance (if required by program); Able to provide a secure remote workspace with high speed internet when applicable; Excellent communication and relationship skills with all stakeholders; Ability to maintain confidentiality; Ability to speak in public, including trainings