Client Services Agent

Acumen & DCI•Saint Louis, MO

About The Position

Agents at Acumen provide service-forward support consistent with the organization’s mission of facilitating freedom, choice, and opportunity for individuals with disabilities and their families. The Client Services Agent enrolls, educates, and supports clients throughout their relationship with Acumen, including through inbound and outbound calls and emails, paperwork processing, and accurate manual data entry across multiple databases. The role supports positive working relationships with clients, their families, support coordinators, and program contacts, while helping ensure compliance with applicable requirements and contractual timeframes. The Agent handles client inquiries, coordinates with internal departments and external stakeholders, communicates program rules, and contributes to the growth of existing programs through education, marketing, and community outreach. The position requires managing changing volumes of calls and emails, meeting deadlines, and maintaining confidentiality and a positive, compliant cybersecurity posture. Working hours are established by the hiring manager, with flexibility to work occasional weekends, weeknights, and holidays as client needs require.

Requirements

At least one year of experience with manual data entry into databases.
Ability to work independently with limited supervision and demonstrate self-starter behavior.
Effective communication skills, both oral and written, and a professional manner.
Ability to work in a fast-paced environment and handle fluctuating inbound and outbound call volumes.
Prior customer service and/or client relations experience.
Ability to work a flexible schedule, including weekends, weeknights, and holidays.
Experience using multiple applications simultaneously.
Ability to prioritize and successfully manage competing requests and multiple deadlines.
Knowledge and experience using Microsoft Word, Excel, PowerPoint, the internet, email, and PDFs.
Patience, perseverance, and follow-through.
Attention to detail, critical thinking, organizational skills, time management, and task orientation.
Ability to handle responsibility with limited supervision and maintain a high standard of integrity.
Basic math skills.
Good interpersonal communication skills and ability to accommodate complex clients.
High school diploma or equivalent; equivalent work experience is acceptable.

Nice To Haves

Some college education.
Willingness to obtain state-required certifications, as applicable.
Ability to travel, including overnight trips, by ground transportation and/or air, if required by the program.
Valid driver's license in the state of residence and valid automobile insurance, if required by the program.
Ability to provide a secure remote workspace with high-speed internet when applicable.
Ability to speak in public, including delivering trainings.

Responsibilities

Support clients, including employers and employees, during enrollment.
Process related paperwork and manage electronic communications.
Enter data accurately across multiple databases while meeting deadlines.
Establish, foster, and grow relationships with clients and program contacts, including third-party organizations.
Stay current on program rules, regulations, and implementation needs, and explain them to internal and external stakeholders.
Serve as a communication liaison between clients and Acumen departments, sharing opportunities or issues that may affect clients or Acumen.
Provide day-to-day client support by receiving, researching, and resolving inquiries within contractual timeframes.
Ensure compliance with state and federal guidelines, including managing escalated issues involving client families and states within contractual timeframes.
Develop strategies to support existing program growth through marketing, education, and community outreach to potential recipients and social services organizations.
Collaborate with internal departments to address issues effectively through verbal and written communication.
Manage fluctuating volumes of calls and emails and provide efficient customer service to clients and internal departments.
Work the schedule established by the hiring manager and remain flexible to work occasional weekends, weeknights, and holidays.
Maintain awareness of Acumen policies, procedures, standards, and guidelines that support cybersecurity compliance.
Take personal responsibility for work, solve problems, complete tasks to a high standard, and seek effective processes and best practices.
Work cooperatively and respectfully with team members and departments, request support in time to meet deadlines, and resolve problems or crisis situations.
Perform other work-related duties as assigned.