Customer Relations Specialist

Customer Relations SpecialistCustomer Relations Specialist assist in standardizing the quality of outgoing communications and maintaining incoming/outgoing calls as outlined by Acumen's best practices, Medicaid, the state or the contract, and all updates of the mentioned parties. This position will also conduct a variety of other company-wide administrative support tasks. This position is uniquely important as it will often be the first point of contact our customer has with Acumen.Responsibilities:Interacts daily by phone and electronically with persons of various levels of educational backgrounds and authorityProvide excellent customer service to Acumen clients, coworkers and Acumen visitors both on the phone and in-person, and encouraging positive working relationships across the companyAnalyzes, tracks, thoroughly researches and resolves all customer inquiriesProcesses incoming and outbound paperwork and electronic communication through manual data entry into several databases with high accuracyRegisters potential and existing customers using several data bases with high accuracyReceives, research, sorts, files, retrieves forms, correspondence and documents of confidential and time-sensitive natureProcesses documents to update and maintain files and recordsMaintains a complex filing systemWorks well independently with limited supervisionEnsures all incoming paperwork and communication is processed by following Acumen, Medicaid, state and program guidelinesUses strategic thinking and maintains a calendar of deadlines in order to prioritize independently according to urgency, and agreed upon timelines, or as otherwise instructed by the Manager or SupervisorDemonstrates a working ability to comprehend all internal/external applications, software, Medicaid guidelines, and contract, state and program guidelinesDemonstrates the ability to work well with numbers; must read and comprehend data in order to effectively relay information to internal and external personsAbility to handle conflict, difficult customers, and also present the skills necessary to de-escalate a given situationDemonstrates the ability to work within a fast changing and fast paced work environmentRetrieves messages and will return calls; escalated issues will be delivered to the appropriate SupervisorReview and process emails, will escalate when neededFollow all processes related to position and assigned dutiesDocument new processes as requested by the Manager or SupervisorIdentify and share opportunities for process improvements and improved working conditions Occasionally work late or on weekends as needed to ensure deadlines and/or high-volume demands are met (as approved by Manager or Supervisor)Achieve call quotas as determined by the Manager or SupervisorPerform other work-related duties as assigned, or change priorities as instructed by Manager or SupervisorALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and actQualifications:High School Diploma or equivalent, and some college courses or degree preferredAt least 2 years of experience in Customer ServiceProficient with 10-key by touchAbility to work well with numbersValid Driver's License and able to lift and transport mail to post office dailyAdvanced computer skills (includes but not limited to: How to compose an email, attach documents to an email, manipulate various type of documents such as Word, Excel, Power Point, Adobe Acrobat, etc.)The ability to effectively and respectfully respond to internal and external customersExcellent organizational skills and attention to detailData Entry background with a high degree of accuracyA high standard of integrity and sound business ethicsAble to work independently as well as part of a teamAble to multi-task and meet all assigned deadlines in a rapidly changing environmentAble to recognize a problem and escalate to the appropriate team member for resolutionMust be able to type at a minimum of 45 wpmCommunication Skills:Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleaguesAbility to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicitiesAbility to maintain confidentialityRead and interpret written information and procedural documentation.Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfullyResponsibilities as a Team Member:Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warrantedDemonstrates excellence in work standards, is tenacious in completing tasksAble to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between partiesWorks well with other team members and departmentsDemonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignmentEnsures effectiveness in processes to achieve/seek best practiceEquipment Normally Used:Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machinesMay use other office equipment as neededPhysical and Mental Demands:The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without accommodation.The employee must be able to sit for extended periods of time entering data into multiple systemsThe employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paperThe employee may be required to answer the phone as well as respond to team members and internal customersThe employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyesThe employee is frequently required to stand, walk, and talk for an hour or moreVision ability is required to do the job, including close vision, color vision and the ability to adjust focusAbility to work under stressful conditions that may require handling multiple work assignments with specific deadlinesAcumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.Salary: $19/hr