What are the responsibilities and job description for the Client Services Agent position at RISE Inc?

Job Details

Job Location

Acumen Birmingham, AL Office - Birmingham, AL

Position Type

Full Time

Education Level

High School

Travel Percentage

Limited or Occasional

Job Shift

Days

Job Category

Admin - Clerical

Description

ABOUT THE COMPANY

Acumen, LLC. is one of the nation's leading fiscal agents offering a portfolio of innovative financial management services backed by superior customer service. Our passion is to help people lead independent lives through exceptional participant-directed programs. Acumen is a great place to work. Our employees make a positive difference in our clients lives by what they do. Among many benefits to working here, we offer medical, dental and vision coverage, generous paid time off, and incentive bonuses to those who qualify.

OVERVIEW AND ESSENTIAL JOB FUNCTIONS

Agents at Acumen must exhibit a service-forward mindset as they embody the organization's 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 being able to effectively communicate and explain said rules to external and internal stakeholders
Act as a communication liaison between the clients and across all Acumens departments, which includes communicating any opportunities and / or issues that may directly impact the client or Acumen
Accurate day-to-day support to clients which includes 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 in order 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

Qualifications

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 866-268-8885

b) Dedicated email hrdept@riseservicesinc.org DISABILITY ACCOMMODATION REQUESTS ONLY

c) US mail - 4554 E Inverness Ave Mesa, AZ 85206- Attn Human Resources

d) Dedicated phone 1-866-242-2714 Option 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY

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