Contact Center Phone Agent

Acumen LLC · Remote, United States

Description

Client Services Agent | Acumen Fiscal Agent
Acumen Fiscal Agent LLC is a national provider of household employment and home care solutions supporting the self-directed care model, which allows individuals with disabilities the freedom to choose the caregivers and service providers working with them in their homes. Acumen Fiscal Agent LLC is supported by TEAM Services Group, Acumen’s private equity parent organization.
Customer Service
The company is looking for a high performing Client Services Agent. 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
Accurate data entry using several databases simultaneously while meeting deadlines
Understand and stay up to date on program rules, regulations and implementation needs while being able to effectively communicate and explain said rules to external and internal stakeholders
Accurate day-to-day support to clients which includes receiving, researching and resolving all client inquiries 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
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
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
At least one year of experience with data entry (manual keying in of information into databases)
Works well independently with limited supervision
Prior experience in customer service and/or client relations
Must be able to work a flexible schedule, including but not limited to weekends, week nights and holidays
Experience working with multiple applications simultaneously
Knowledge and experience using Microsoft Word, Excel, PowerPoint, Internet, Email and use of PDFs
Ability to communicate both orally and in writing in a professional manner
The ability to handle responsibility with limited supervision
High school diploma or equivalent with some college preferred (or equivalent work experience)
Ability (if required by program) to travel, including overnight(s), via ground transportation and/or via flight
Able to provide a secure remote workspace with high speed internet when applicable
Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted. Requests support from team with ample time to accommodate the support request in order to meet deadlines
Equipment Normally Used
Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines
May use other office equipment as needed
The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without accommodation.
The employee must be able to sit for extended periods of time entering data into multiple systems
The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper
The employee may be required to answer the phone as well as respond to team members and internal customers
The employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyes
Ground and or Air travel upon demand
Acumen Fiscal Agent LLC offers a comprehensive benefits package that includes company-sponsored medical, dental, and vision insurance for eligible employees and their dependents, as well as access to additional voluntary benefits. Acumen also provides wellness initiatives and an Employee Assistance Program (EAP) to support employee well-being. In addition to accrued Paid Time Off (PTO) and Paid Sick Time (PST), Acumen observes 14 paid federal holidays each year, plus an employee’s birthday, for a total of 15 paid holidays annually.
Compensation for this position is determined based on several factors, including but not limited to job-related knowledge, skills, experience, education, certifications, internal equity, geographic location, and business needs. Where required by applicable law, Acumen will provide the salary or hourly pay range for this position and applicable benefits information during the hiring process or in job postings.
Acumen Fiscal Agent, LLC is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation, or any other protected characteristic under local, state, or federal law.