Client Services Representative

Job Description

Client Services Agent

Full;-Time

Hamilton, NJ (Hybrid) - 2 days in office 3 days remote.

2-4 weeks training fully in office

ROLE AND ESSENTIAL FUNCTIONS

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• Establish, foster and grow relationships with key stakeholders including state/program representatives and third-party case worker organizations
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• Develop strategies to support the growth of existing programs through marketing, education and community outreach to potential recipients and social services organizations
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• Act as liaison between the funding entity and Acumen, which includes communicating any opportunities and/or issues that may directly impact the client or Acumen (across all its departments)
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• Understand and stay up to date on the program rules, regulations and implementation needs while being able to effectively communicate and explain said rules to external and internal stakeholders
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• Support clients (employers and employees) during their enrollment process; process related paperwork and managing electronic communication, which requires accurate data entry into several databases and meeting deadlines
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• Provide timely and accurate day-to-day support to clients; receive, research and resolve all client inquiries
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• Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states
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• Work well independently with limited supervision
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• Work a flexible work schedule, including but not limited to weekends, weeknights and holidays
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• Perform other work-related activities as assigned
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• ALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines.
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QUALIFICATIONS

MINIMUM QUALIFICATIONS:

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• Prior experience in customer service and/or client relations
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• Must be able to work a flexible schedule, including but not limited to weekends, weeknights and holidays
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• Must be able to travel, including overnight(s), via ground transportation and/or via flight
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• Maintain a valid driver’s license within the state of residence and valid automobile insurance
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• Advanced computer knowledge using Microsoft Word, Excel, PowerPoint, Internet, Email and use of PDFs
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• Ability to handle fluctuating inbound and outbound call volume that can be heavy at times
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• Ability to communicate both orally and in writing in a professional manner
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• Accuracy and the ability to handle responsibility with limited supervision
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• High standard of integrity
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• Ability to work well with numbers
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• Ability to read and work accurately with formulas
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• Demonstrates excellent organizational skills, attention to detail, time management, task oriented
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• Good interpersonal communication skills
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• Patience, perseverance, and follow through skills
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• Ability to handle conflict and difficult clients and/or state stakeholders and/or case managers
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• Ability to prioritize and handle multiple demands successfully
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• Must be able to plan for and meet multiple deadlines
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• Ability to use all office equipment
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• Experience working with multiple applications
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