Customer Relations Specialist

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Customer Relations Specialist

Fully Remote States of AZ or TX only Customer Service

Full-time

Customer Relations Specialist | Acumen Fiscal Agent

Job type:
Customer Service

Location:

TBD

The company is looking for a high performing Customer Relations Specialist. Customer 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.

• Interacts daily by phone and electronically with persons of various levels of educational backgrounds and authority.
• Provide excellent customer service to Acumen clients, coworkers and Acumen visitors both on the phone and in-person, and encouraging positive working relationships across the company.
• Analyzes, tracks, thoroughly researches and resolves all customer inquiries.
• Processes incoming and outbound paperwork and electronic communication through manual data entry into several databases with high accuracy.
• Registers potential and existing customers using several data bases with high accuracy.
• Receives, researches, sorts, files, retrieves forms, correspondence and documents of confidential and time-sensitive nature.
• Processes documents to update and maintain files and records.
• Maintains a complex filing system.
• Works well independently with limited supervision.
• Ensures all incoming paperwork and communication is processed by following Acumen, Medicaid, state and program guidelines.
• Uses 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 Supervisor.
• Demonstrates a working ability to comprehend all internal/external applications, software, Medicaid guidelines, and contract, state and program guidelines.
• Demonstrates the ability to work well with numbers; must read and comprehend data in order to effectively relay information to internal and external persons.
• Ability to handle conflict, difficult customers, and also present the skills necessary to de-escalate a given situation.
• Demonstrates the ability to work within a fast changing and fast paced work environment.
• Retrieves messages and will return calls; escalated issues will be delivered to the appropriate Supervisor.
• Review and process emails, will escalated when needed.
• Follow all processes related to position and assigned duties.
• Document new processes as requested by the Manager or Supervisor.
• Identify 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 Supervisor.
• Perform other work-related duties as assigned, or change priorities as instructed by Manager or Supervisor.
• 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

• High School Diploma or equivalent, and some college courses or degree preferred
• At least 2 years of experience in Customer Service
• Proficient with 10-key by touch
• Ability to work well with numbers
• Valid Driver’s License and able to lift and transport mail to post office daily
• Advanced 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 customers
• Excellent organizational skills and attention to detail
• Data Entry background with a high degree of accuracy
• A high standard of integrity and sound business ethics
• Able to work independently as well as part of a team
• Able to multi-task and meet all assigned deadlines in a rapidly changing environment
• Able to recognize a problem and elevate to the appropriate team member for resolution
• Must be able to type at a minimum of 45 wpm

Responsibilities of a Team Member:

• Takes personal responsibility for actions. This is…