Client Services Agent
Acumen Fiscal Agent · Overland Park, KS · 2 wk ago
RemoteRemoteOTHRFull-time
We need to output HTML fragment with sections: headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections that have real specific content. The posting includes description, responsibilities, requirements, qualifications, preferred qualifications, communication skills, physical and mental demands. Also equipment normally used. We need to map to headings.
We must not repeat job title. No Job ID. Remove boilerplate.
We need to preserve all substantive info.
We need to use
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections that have real specific content. The posting includes description, responsibilities, requirements, qualifications, preferred qualifications, communication skills, physical and mental demands. Also equipment normally used. We need to map to headings.
We must not repeat job title. No Job ID. Remove boilerplate.
We need to preserve all substantive info.
We need to use - for any list of duties/requirements/benefits, and
for prose.
We must not create sections with filler like "commensurate with experience". No Pay/Benefits/Schedule unless stated. The posting mentions "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". That's schedule info. So we can include a Schedule section with that content. Also maybe Pay not mentioned, so omit Pay. Benefits not mentioned, omit Benefits.
We need sections: About the role (maybe from first paragraph), Responsibilities, Requirements, Qualifications, Skills (communication skills), Physical and Mental Demands, Equipment Normally Used, Schedule.
But we must prefer few substantive sections over many thin ones. Could combine some.
We need to decide headings: Use
for each section.
We must not include empty sections.
Let's extract content.
First paragraph: "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."
That's about the role.
Then list of duties: "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 timeframes Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states 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 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"
That's a long list; we can break into bullet list.
Then "Responsibilities As a Team Member Takes personal responsibility for actions..." That's a separate responsibilities section about teamwork.
Then "EQUIPMENT NORMALLY USED Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines May use other office equipment as needed"
Then "Requirements QUALIFICATIONS 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 simultaneously Ability to prioritize and handle competing requests successfully Knowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email and use of PDFs Patience, perseverance, and follow through mentality Ability to communicate both orally and in writing in a professional manner Attention to detail and critical thinking skills The ability to handle responsibility with limited supervision High standard of integrity Ability to use basic math skills Demonstrates excellent organizational skills, time management, and task orientation Good interpersonal communication skills Ability to handle and accommodate complex clients Must be able to plan for and meet multiple deadlines High school diploma or equivalent with some college preferred (or equivalent work experience)"
Then "Preferred Qualifications Willingness to obtain certain state required certifications Ability (if required by program) 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 (if required by program) Able to provide a secure remote workspace with high speed internet when applicable"
Then "Communication Skills Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities Ability to maintain confidentiality Ability to speak in public, including trainings Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully"
Then "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 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 The employee is frequently required to stand, walk, and talk for an hour or more Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines Ground travel upon demand"
We need to output HTML fragment only.
We'll create sections:
About the Role
...
Responsibilities
- ...
...
But we have two responsibilities blocks: the essential functions list and the "As a Team Member" list. Could combine into one Responsibilities section with both sets of bullet points.
We also have Requirements/Qualifications: The posting lumps "Requirements QUALIFICATIONS". We could make a Requirements section with bullet list of qualifications.
Preferred Qualifications could be part of Requirements or separate; but we can include as part of Requirements (maybe as a sublist). However we need to avoid thin sections. Could combine Requirements and Preferred Qualifications into one Requirements section.
Communication Skills could be a Skills section.
Physical and Mental Demands could be a section.
Equipment Normally Used could be a section.
Schedule: we have working hours info.
Let's extract schedule sentence: "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". Also earlier "Must be able to work a flexible schedule, including but not limited to weekends, week nights and holidays". So schedule section can contain that.
Now we need to ensure we don't repeat info.
Let's craft content.
About the Role paragraph: combine first paragraph.
Responsibilities bullet list: include all duties from the essential functions list (the long list) plus the team member responsibilities.
We need to split into sensible bullet items.
Let's list duties:
- Support clients (employers and employees) during their enrollment process
- Process related paperwork and manage electronic communication
- Perform 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; effectively communicate and explain these rules to external and internal stakeholders
- Act as a communication liaison between clients and all Acumen departments, communicating opportunities and/or issues that may impact the client or Acumen
- Provide accurate day‑to‑day support to clients: receive, research and resolve client inquiries within contractual timeframes
- Ensure compliance with all state and federal guidelines, including management of escalated issues with client families and states within contractual timeframes
- Develop strategies to support growth of existing programs through marketing, education and community outreach to potential recipients and social‑service organizations
- Work collaboratively with other internal departments to ensure issues are addressed effectively in verbal and written form
- 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
- Perform other work‑related duties as assigned
- Take personal responsibility for actions; own problems, solve them, and avoid projecting failures onto others or the system unless warranted
- Demonstrate excellence in work standards; be tenacious in completing tasks
- Effectively problem solve and make decisions, including resolving crisis situations and developing resolutions between parties
- Work well with other team members and departments
- Interact and cooperate using respectful relations to efficiently accomplish mutual goals and assignments
- Request support from teammates with ample time to accommodate the request and meet deadlines
- Ensure effectiveness in processes to achieve or seek best practice
That's a lot but okay.
Now Requirements/Qualifications bullet list:
- At least one year of experience with data entry (manual keying of information into databases)
- Ability to work independently with limited supervision
- 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 weekends, weeknights and holidays
- Experience working with multiple applications simultaneously
- Ability to prioritize and handle competing requests successfully
- Knowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email and PDFs
- Patience, perseverance, and follow‑through mentality
- Ability to communicate both orally and in writing in a professional manner
- Attention to detail and critical thinking skills
- Ability to handle responsibility with limited supervision
- High standard of integrity
- Ability to use basic math skills
- Excellent organizational skills, time management, and task orientation
- Good interpersonal communication skills
- Ability to handle and accommodate complex clients
- Ability to plan for and meet multiple deadlines
- High school diploma or equivalent; some college preferred (or equivalent work experience)
Preferred Qualifications (could be included as bullet points under Requirements or separate; but we can add as bullet points under Requirements with label "Preferred". Might be okay.)
- Willingness to obtain certain state‑required certifications
- Ability (if required by program) to travel, including overnight(s), via ground transportation and/or flight
- Maintain 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 (Skills section):
- Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues
- Ability to effectively and respectfully interact with a client base that varies in ability, educational background, authority, and ethnicity
- Ability to maintain confidentiality
- Ability to speak in public, including trainings
- Ability to communicate effectively with diverse internal and external customers to accomplish tasks or reach understanding diplomatically and respectfully
Physical and Mental Demands:
- Must be able to sit for extended periods while entering data into multiple
for prose. We must not create sections with filler like "commensurate with experience". No Pay/Benefits/Schedule unless stated. The posting mentions "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". That's schedule info. So we can include a Schedule section with that content. Also maybe Pay not mentioned, so omit Pay. Benefits not mentioned, omit Benefits. We need sections: About the role (maybe from first paragraph), Responsibilities, Requirements, Qualifications, Skills (communication skills), Physical and Mental Demands, Equipment Normally Used, Schedule. But we must prefer few substantive sections over many thin ones. Could combine some. We need to decide headings: Use
for each section.
We must not include empty sections.
Let's extract content.
First paragraph: "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."
That's about the role.
Then list of duties: "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 timeframes Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states 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 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"
That's a long list; we can break into bullet list.
Then "Responsibilities As a Team Member Takes personal responsibility for actions..." That's a separate responsibilities section about teamwork.
Then "EQUIPMENT NORMALLY USED Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines May use other office equipment as needed"
Then "Requirements QUALIFICATIONS 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 simultaneously Ability to prioritize and handle competing requests successfully Knowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email and use of PDFs Patience, perseverance, and follow through mentality Ability to communicate both orally and in writing in a professional manner Attention to detail and critical thinking skills The ability to handle responsibility with limited supervision High standard of integrity Ability to use basic math skills Demonstrates excellent organizational skills, time management, and task orientation Good interpersonal communication skills Ability to handle and accommodate complex clients Must be able to plan for and meet multiple deadlines High school diploma or equivalent with some college preferred (or equivalent work experience)"
Then "Preferred Qualifications Willingness to obtain certain state required certifications Ability (if required by program) 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 (if required by program) Able to provide a secure remote workspace with high speed internet when applicable"
Then "Communication Skills Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities Ability to maintain confidentiality Ability to speak in public, including trainings Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully"
Then "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 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 The employee is frequently required to stand, walk, and talk for an hour or more Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines Ground travel upon demand"
We need to output HTML fragment only.
We'll create sections:
About the Role
...
Responsibilities
- ... ...