Client Services 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 time frames
• Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states within contractual specific time frames
• 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

• 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

• 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
• 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…