REMOTE! CLIENT SERVICE REP

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

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

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

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

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

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

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

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

May use other office equipment as needed

At least one year of experience with data entry (manual keying in of information into databases)

Works well independently with limited supervision

Prior experience in customer service and/or client relations

Must be able to work a flexible schedule, including but not limited to weekends, week nights and holidays

Experience working with multiple applications simultaneously

Knowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email and use of PDFs

Ability to communicate both orally and in writing in a professional manner

The ability to handle responsibility with limited supervision

High school diploma or equivalent with some college preferred (or equivalent work experience)

Ability (if required by program) to travel, including overnight(s), via ground transportation and/or via flight

Able to provide a secure remote workspace with high speed internet when applicable

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

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

Ground travel upon demand