Client Services Agent

Our client operates in the disability services sector, focusing on facilitating freedom, choice, and opportunity for individuals with disabilities and their families. The organization addresses challenges related to client enrollment, education, and ongoing support while maintaining compliance with state and federal regulations. It works closely with clients, families, support coordinators, and third-party entities to ensure effective program implementation, communication, and outreach.

About the Role

The Client Services Agent supports clients throughout their engagement lifecycle by managing enrollments, providing education and assistance, and ensuring accurate data handling. This role maintains positive relationships with clients and stakeholders, resolves inquiries, and facilitates communication across departments to uphold service quality and compliance.

Responsibilities

• Support clients throughout enrollment and ongoing program participation
• Process paperwork and manage electronic communications
• Enter and maintain accurate data across multiple databases within established deadlines
• Establish and maintain relationships with clients and program contacts
• Stay current on program rules, regulations, and implementation requirements
• Serve as a liaison between clients and internal departments
• Address and resolve client inquiries within contractual timeframes
• Ensure compliance with applicable state and federal guidelines
• Manage escalated issues involving clients and relevant entities
• Develop strategies to support program growth through education and outreach
• Collaborate with internal departments to resolve client issues effectively
• Manage fluctuating volumes of calls and emails
• Provide efficient customer service through phone and electronic communication
• Work flexible hours, including occasional weekends, weeknights, and holidays
• Support cybersecurity compliance by adhering to applicable policies and guidelines
• Perform other duties as assigned

Requirements

• Minimum of 1 year of data entry experience
• Experience in customer service or client relations
• Ability to work independently with limited supervision
• Strong oral and written communication skills
• Ability to manage high call volumes and multiple tasks simultaneously
• Proficiency with Microsoft Word, Excel, PowerPoint, internet applications, email, and PDF documents
• Strong attention to detail and critical-thinking skills
• High school diploma or equivalent; some college preferred, or equivalent work experience
• Flexible availability, including weekends, evenings, and holidays
• Strong organizational and time-management skills
• Ability to manage complex client needs and multiple deadlines

Preferred Qualifications

• Willingness to obtain required state certifications
• Ability to travel as needed
• Valid driver’s license and automobile insurance, if required
• Secure remote workspace with high-speed internet, when applicable