Client Services Representative

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

• Establish, foster and grow relationships with key stakeholders including state/program representatives and third-party case worker organizations
• Develop strategies to support the growth of existing programs through marketing, education and community outreach to potential recipients and social services organizations
• 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)
• 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
• 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
• Provide timely and accurate day-to-day support to clients; receive, research and resolve all client inquiries
• Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states
• Work well independently with limited supervision
• Work a flexible work schedule, including but not limited to weekends, weeknights and holidays
• Perform other work-related activities 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.

QUALIFICATIONS

MINIMUM QUALIFICATIONS:

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