Client Services Agent
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Job Description
Client Services Agent enrolling and supporting clients of Acumen, which facilitates services for individuals with disabilities. Handling data entry, paperwork, communications, and client inquiries.
Responsibilities:
- Enroll, educate, and support Acumen clients throughout their lifecycle
- Support employers and employees during the enrollment process
- Process paperwork and manage electronic communications
- Perform accurate data entry across multiple databases
- Establish, foster, and grow relationships with clients and program contacts
- Understand and explain program rules, regulations, and implementation needs
- Act as a communication liaison between clients and Acumen departments
- Receive, research, and resolve client inquiries within contractual timeframes
- Ensure compliance with state and federal guidelines
- Manage escalated issues involving client families and states
- Develop strategies to grow existing programs through marketing, education, and community outreach
- Collaborate with internal departments to address issues effectively
- Manage fluctuating call and email volume
- Provide customer service by phone and electronic communication
- Work occasional weekends, weeknights, and holidays as needed
- Support the company’s compliant cybersecurity posture
- Perform other related duties as assigned
Requirements:
- Must be in the St. Louis, MO area
- At least one year of experience with data entry
- Prior experience in customer service and/or client relations
- Experience working with multiple applications simultaneously
- Knowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email, and PDFs
- Ability to work independently with limited supervision
- Effective oral and written communication skills
- Ability to work in a fast-paced environment
- Ability to handle fluctuating inbound and outbound call volume
- Flexible schedule, including weekends, weeknights, and holidays
- Ability to prioritize competing requests and meet multiple deadlines
- Patience, perseverance, and follow-through mentality
- Attention to detail and critical thinking skills
- Ability to handle complex clients and stressful conditions
- High school diploma or equivalent with some college preferred (or equivalent work experience)
- Ability to maintain confidentiality
- Secure remote workspace with high-speed internet when applicable
- Valid driver's license and automobile insurance if required by program
- Willingness to obtain certain state-required certifications
Benefits:
- Fully remote work arrangement within the St. Louis, MO area
- Flexible schedule, including occasional weekends, weeknights, and holidays
- Opportunity to support individuals with disabilities and their families
- Potential professional development through state-required certifications
- Travel via ground transportation and/or flight when required by program
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