Client Services Agent

Acumen & DCI•Atlanta, GA

About The Position

Acumen Fiscal Agent LLC is a national provider of household employment and home care solutions supporting the self-directed care model. The Client Services Agent enrolls, educates, and supports clients throughout their relationship with the organization. The role involves inbound and outbound calls and emails, paperwork processing, and accurate manual data entry across multiple databases. Agents are expected to provide service-forward support and help maintain positive working relationships with clients, their families, support coordinators, program contacts, and internal departments. The Agent handles client inquiries, enrollment needs, program information, and escalated issues within contractual timeframes while complying with applicable state and federal guidelines. The role also supports program growth through marketing, education, and community outreach. Work hours are established by the hiring manager, with flexibility required for occasional weekends, weeknights, and holidays. Travel may be required if required by the program. The position typically uses a telephone and headset, computer with multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines. Physical demands include extended periods of sitting and data entry, frequent use of hands and eyes, and periods of standing, walking, and talking. The role may involve stressful conditions and multiple assignments with specific deadlines. The position pays $21 per hour. Benefits include company-sponsored medical, dental, and vision insurance for eligible employees and dependents; access to voluntary benefits; eligibility to participate in the company 401(k) plan after 90 days of continuous employment; wellness initiatives; an Employee Assistance Program; accrued paid time off and paid sick time; and 15 paid holidays annually, including 14 federal holidays and the employee’s birthday.

Requirements

At least one year of experience with manual data entry into databases.
Ability to work independently with limited supervision and demonstrate initiative.
Effective communication skills and the ability to communicate professionally both orally and in writing.
Ability to work in a fast-paced environment.
Prior customer service and/or client relations experience.
Ability to handle fluctuating inbound and outbound call volume.
Ability to work a flexible schedule, including weekends, weeknights, and holidays.
Experience working with multiple applications simultaneously.
Ability to prioritize and successfully handle competing requests.
Knowledge and experience using Microsoft Word, Excel, PowerPoint, the Internet, email, and PDFs.
Patience, perseverance, and follow-through.
Attention to detail and critical-thinking skills.
Ability to handle responsibility with limited supervision and maintain a high standard of integrity.
Ability to use basic math skills.
Excellent organizational skills, time management, and task orientation.
Good interpersonal communication skills.
Ability to handle and accommodate complex clients.
Ability to plan for and meet multiple deadlines.
High school diploma or equivalent; some college preferred, or equivalent work experience.
Ability to sit for extended periods and perform repetitive data-entry and office-equipment tasks.
Vision ability including close vision, color vision, and ability to adjust focus.
Ability to work under stressful conditions and manage multiple assignments with specific deadlines.

Nice To Haves

Willingness to obtain certain state-required certifications.
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.
Some college education, or equivalent work experience.

Responsibilities

Support clients, including employers and employees, during enrollment.
Process related paperwork and manage electronic communication.
Enter data accurately in 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, communicating opportunities and issues that may affect clients or Acumen.
Receive, research, and resolve client 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 in verbal and written communications.
Manage fluctuating call and email volumes.
Provide effective and efficient customer service by phone and electronic communication to clients and internal departments.
Work the hours established by the hiring manager and remain flexible to work occasional weekends, weeknights, and holidays as client needs require.
Remain vigilant in supporting the company’s cybersecurity posture by familiarizing oneself with and acting in accordance with relevant policies, procedures, standards, and guidelines.
Take personal responsibility for actions, own problems, and contribute to problem solving.
Maintain high work standards and persist in completing tasks.
Problem-solve and make decisions, including resolving crisis situations and developing resolutions between parties.
Work respectfully and cooperatively with team members and departments to accomplish shared goals and assignments.
Request team support with enough notice to accommodate the request and meet deadlines.
Support effective processes and seek best practices.
Perform other work-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.
Employee Assistance Program (EAP).
Accrued paid time off (PTO).
Paid sick time (PST).
15 paid holidays annually, including 14 federal holidays and the employee’s birthday.