Client Services Agent MA Rise Family•Mesa, Arizona, USA
Overview and Essential Job Functions Agents at Acumen must exhibit a service-forward mindset as they embody the organizations 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.
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 said rules to external and internal stakeholders
Act as a communication liaison between the clients and across all Acumen’s departments, including communicating any opportunities and/or issues that may directly impact the client or Acumen
Accurate day-to-day support to clients, including 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 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
Minimum 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)
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
Acumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status or genetic information.
If you require reasonable accommodation for any part of the application process or hiring process please submit your request through one of the following methods listed below:
(a) Dedicated fax
(b) Dedicated email DISABILITY ACCOMMODATION REQUESTS ONLY
(c) US mail - 4554 E Inverness Ave Mesa AZ 85206- Attn Human Resources
(d) Dedicated phone 1- Option 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY
Acumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race color religion sex sexual orientation gender identity national origin age protected veteran or disabled status or genetic information.
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Overview and Essential Job Functions Agents at Acumen must exhibit a service-forward mindset as they embody the organizations 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.
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 said rules to external and internal stakeholders
Act as a communication liaison between the clients and across all Acumen’s departments, including communicating any opportunities and/or issues that may directly impact the client or Acumen
Accurate day-to-day support to clients, including 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 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
Minimum 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)
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
Acumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status or genetic information.
If you require reasonable accommodation for any part of the application process or hiring process please submit your request through one of the following methods listed below:
(a) Dedicated fax
(b) Dedicated email DISABILITY ACCOMMODATION REQUESTS ONLY
(c) US mail - 4554 E Inverness Ave Mesa AZ 85206- Attn Human Resources
(d) Dedicated phone 1- Option 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY
Acumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race color religion sex sexual orientation gender identity national origin age protected veteran or disabled status or genetic information.
#J-18808-Ljbffr