Client Services Agent - Medford, MA

About the role

The Agents at Acumen are key facilitators of the organization's mission to empower individuals with disabilities and their families. They play a crucial role in the enrollment, education, and ongoing support of Acumen clients, managing various aspects of the client lifecycle.

Responsibilities

• 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 effectively communicating and explaining these to external and internal stakeholders
• Act as a communication liaison between clients and across all Acumen's departments, addressing any issues that may impact the client or Acumen
• Ensure compliance with all state and federal guidelines, including managing 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
• Work collaboratively with other internal departments to address issues effectively in both verbal and written forms
• 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
• Work occasional weekends, weeknights, and/or holidays to meet the needs of the clients we serve
• Perform other work-related duties as assigned

Requirements

• Service-forward mindset aligned with Acumen's mission
• High degree of accuracy in data entry and communication
• Understanding and ability to communicate program rules and regulations
• Effective collaboration and communication skills
• Flexibility to work occasional weekends, weeknights, and/or holidays