Client Services Agent

Description 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 processProcess related paperwork and manage electronic communicationAccurate data entry using several databases simultaneously while meeting deadlinesEstablish, foster and grow relationships with clients and program contacts including third party organizationsUnderstand 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 stakeholdersAct 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 timeframesEnsure compliance with all state and federal guidelines including the management of all escalated issues with client families and states within contractual specific timeframesDevelop strategies to support the growth of existing programs through marketing, education and community outreach to potential recipients and social services organizationsWork collaboratively with other internal departments in order to ensure all issues are addressed effectively in a verbal and written fashionManage a fluctuating volume of calls and emails Provide effective and efficient customer service via calls and/or electronic communication to clients and internal departmentsWorking 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 servePerform other work related duties as assignedALL 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 warrantedDemonstrates excellence in work standards, is tenacious in completing tasksAble to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between partiesWorks well with other team members and departmentsDemonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignmentsRequests support from team with ample time to accommodate the support request in order to meet deadlinesEnsures 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 machinesMay 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 supervisionWorks as a self-starter with effective communication skillsAbility to work in a fast paced environment Prior experience in customer service and/or client relationsAbility to handle fluctuating inbound and outbound call volumeMust be able to work a flexible schedule, including but not limited to weekends, week nights and holidaysExperience working with multiple applications simultaneouslyAbility to prioritize and handle competing requests successfullyKnowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email and use of PDFsPatience, perseverance, and follow through mentalityAbility to communicate both orally and in writing in a professional mannerAttention to detail and critical thinking skillsThe ability to handle responsibility with limited supervisionHigh standard of integrityAbility to use basic math skills Demonstrates excellent organizational skills, time management, and task orientation Good interpersonal communication skillsAbility to handle and accommodate complex clientsMust be able to plan for and meet multiple deadlinesHigh school diploma or equivalent with some college preferred (or equivalent work experience) Preferred Qualifications Willingness to obtain certain state required certificationsAbility (if required by program) to travel, including overnight(s), via ground transportation and/or via flightMaintain 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 colleaguesAbility to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicitiesAbility to maintain confidentialityAbility to speak in public, including trainingsAbility 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 systemsThe employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paperThe employee may be required to answer the phone as well as respond to team members and internal customersThe 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 eyesThe employee is frequently required to stand, walk, and talk for an hour or moreVision ability is required to do the job, including close vision, color vision and the ability to adjust focusAbility to work under stressful conditions that may require handling multiple work assignments with specific deadlinesGround travel upon demand #Acumen