Client Services Agent

Agent Role And Essential Functions

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. This role is critical to ensuring the company as a whole has a positive and healthy working relationship with new and existing clients, their families and support coordinators.

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 while being able to effectively communicate and explain said rules to external and internal stakeholders

Act as a communication liaison between the clients and across all Acumen's departments, which includes communicating any opportunities and/or issues that may directly impact the client or Acumen

Accurate day-to-day support to clients which includes receiving, researching and resolving all client inquiries within contractual specific timeframes

Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states within contractual specific timeframes

Develop strategies to support the growth of existing programs through marketing, education and community outreach to potential recipients and social services organizations

Work collaboratively with other internal departments in order to ensure all issues are addressed effectively in a verbal and written fashion

Manage a fluctuating volume of calls and emails

Provide effective and efficient customer service via calls and/or electronic communication to clients and internal departments

Working hours as established by the hiring manager, while remaining flexible to work occasional weekends, weeknights and/or holidays to meet the needs of the clients we serve

Perform other work related duties as assigned

ALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act

Responsibilities 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 warranted

Demonstrates excellence in work standards, is tenacious in completing tasks

Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties

Works well with other team members and departments

Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments

Requests support from team with ample time to accommodate the support request in order to meet deadlines

Ensures effectiveness in processes to achieve/seek best practice

Equipment normally used

Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines

May use other office equipment as needed

Requirements

Qualifications

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)

Preferred qualifications

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

Communication skills

Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues

Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities

Ability to maintain confidentiality

Ability to speak in public, including trainings

Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully

Physical 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 systems

The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper

The employee may be required to answer the phone as well as respond to team members and internal customers

The 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 eyes

The employee is frequently required to stand, walk, and talk for an hour or more

Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus

Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines

Ground travel upon demand