Client Services Agent
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Job Description
Client Services Agent enrolling and supporting Acumen clients with disabilities. Processing paperwork, data entry, inquiries, and program compliance remotely in Texas.
Responsibilities:
- Enroll, educate, and support Acumen clients throughout their lifecycle
- Support employers and employees during the enrollment process
- Process paperwork and manage electronic communication
- Perform accurate data entry across multiple databases while meeting deadlines
- Establish, foster, and grow relationships with clients and program contacts
- Stay current on program rules, regulations, and implementation needs and explain them to stakeholders
- Serve 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 supporting existing program growth through marketing, education, and community outreach
- Collaborate with internal departments to address issues effectively
- Manage fluctuating call and email volumes
- Provide customer service through phone and electronic communications
- Work the schedule established by the hiring manager and perform other assigned duties
- Support Acumen's cybersecurity compliance by following applicable policies, procedures, standards, and guidelines
Requirements:
- Must reside in the state of Texas while working remotely
- At least one year of experience with manual data entry into databases
- Prior experience in customer service and/or client relations
- Ability to work independently with limited supervision
- Effective communication skills, both oral and written
- Ability to work in a fast-paced environment
- Ability to handle fluctuating inbound and outbound call volume
- Flexible schedule, including weekends, weeknights, and holidays
- Experience working with multiple applications simultaneously
- Ability to prioritize and handle competing requests
- Knowledge of Microsoft Word, Excel, PowerPoint, Internet, email, and PDFs
- Patience, perseverance, and follow-through
- Attention to detail and critical thinking skills
- Ability to handle responsibility with limited supervision
- High standard of integrity
- Basic math skills
- Organizational, time management, and task-oriented skills
- Ability to handle complex clients
- Ability to plan for and meet multiple deadlines
- High school diploma or equivalent with some college preferred (or equivalent work experience)
- Willingness to obtain certain state-required certifications
- Valid driver's license and automobile insurance if required by the program
- Ability to provide a secure remote workspace with high-speed internet when applicable
- Ability to maintain confidentiality
- Ability to speak in public, including trainings
- Ability to interact effectively with diverse stakeholders
- Ability to sit for extended periods and perform repetitive data-entry and office-equipment tasks
- Ability to work under stressful conditions and handle multiple assignments with specific deadlines
Benefits:
- Fully remote work arrangement
- Flexible schedule, including occasional weekends, weeknights, and holidays
- Opportunity to obtain certain state-required certifications
- Travel via ground transportation and/or flight when required by the program
- Secure remote workspace with high-speed internet when applicable
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