Client Services Agent

Acumen LLC • Atlanta, GA

5d

About The Position

Acumen Fiscal Agent LLC is a national provider of household employment and home care solutions that supports the self-directed care model, giving individuals with disabilities the freedom to choose caregivers and service providers for in-home care. The Client Services Agent supports Acumen’s mission by enrolling, educating, and assisting clients throughout their relationship with the organization. The role handles inbound and outbound calls and emails, processes paperwork, and performs accurate manual data entry across multiple databases. It helps maintain positive working relationships with clients, their families, support coordinators, and program contacts.

The Agent provides enrollment and ongoing client support, communicates program rules and requirements, researches and resolves inquiries, and coordinates with internal departments and external organizations. The position requires managing changing call and email volumes, meeting contractual deadlines, and maintaining compliance with state and federal guidelines. The Agent may also support program growth through marketing, education, and community outreach. Working hours are established by the hiring manager, with flexibility to work occasional weekends, weeknights, and holidays.

The role requires strong customer service, communication, organizational, problem-solving, and data-entry skills, along with the ability to manage competing requests and work independently with limited supervision. A high school diploma or equivalent is required; some college or equivalent work experience is preferred. Depending on program needs, state certifications, travel, a valid driver’s license and automobile insurance, and a secure remote workspace with high-speed internet may be required or preferred.

Requirements

• At least one year of experience with data entry, including manually entering information into databases.
• Prior experience in customer service and/or client relations.
• Ability to work independently with limited supervision and take initiative.
• Effective professional oral and written communication skills.
• Ability to work in a fast-paced environment and handle fluctuating inbound and outbound call volumes.
• Ability to work a flexible schedule, including weekends, weeknights, and holidays.
• Experience using multiple applications simultaneously.
• Ability to prioritize competing requests and meet multiple deadlines.
• Knowledge of Microsoft Word, Excel, PowerPoint, the internet, email, and PDFs.
• Patience, perseverance, and a follow-through mentality.
• Attention to detail and critical-thinking skills.
• High integrity and ability to handle responsibility with limited supervision.
• Basic math skills.
• Strong organizational skills, time management, and task orientation.
• Good interpersonal communication skills and ability to accommodate complex clients.
• High school diploma or equivalent; equivalent work experience may be considered.

Nice To Haves

• Some college or equivalent work experience.
• Willingness to obtain certain state-required certifications.
• Ability to travel, including overnight, 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.

Responsibilities

• Support clients, including employers and employees, during enrollment.
• Process paperwork and manage electronic communications.
• Enter data accurately in several databases simultaneously 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 requirements, and explain them to internal and external stakeholders.
• Serve as a communication liaison between clients and Acumen departments, communicating 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 and manage 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 call and email volumes and provide customer service to clients and internal departments through calls and electronic communications.
• Work the schedule established by the hiring manager and remain flexible to work occasional weekends, weeknights, and holidays to meet client needs.
• Maintain awareness of and comply with cybersecurity policies, procedures, standards, and guidelines.
• Perform other related duties as assigned.

Benefits

• Company-sponsored medical insurance for eligible employees and dependents.
• Company-sponsored dental insurance for eligible employees and dependents.
• Company-sponsored vision insurance for eligible employees and dependents.
• Access to additional voluntary benefits.
• Eligibility to participate in the company 401(k) plan after 90 days of continuous employment.
• Wellness initiatives and an Employee Assistance Program (EAP).
• Accrued paid time off (PTO) and paid sick time (PST).
• 14 paid federal holidays annually, plus the employee’s birthday, for 15 paid holidays in total.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED