Client Services Agent

Acumen & DCI • Phoenix, AZ

4d

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 Acumen. The role includes inbound and outbound calls and emails, paperwork processing, and accurate manual data entry across multiple databases. Agents help foster positive relationships with clients, their families, support coordinators, and program contacts while supporting Acumen’s mission of facilitating freedom, choice, and opportunity for individuals with disabilities.

The agent provides day-to-day client support, researches and resolves inquiries within contractual timeframes, communicates program rules and requirements, and helps ensure compliance with state and federal guidelines. The role also involves coordinating with internal departments, managing fluctuating communications volume, and supporting program growth through marketing, education, and community outreach. The employee must follow company cybersecurity policies and may need to work occasional weekends, weeknights, or holidays. Travel may be required if required by the program.

Requirements

• At least one year of experience with manual data entry into databases.
• Ability to work independently with limited supervision and take initiative.
• Effective oral and written communication skills and professional manner.
• Ability to work in a fast-paced environment.
• Prior customer service and/or client relations experience.
• Ability to 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 and successfully handle competing requests.
• Knowledge of Microsoft Word, Excel, PowerPoint, the internet, email, and PDFs.
• Patience, perseverance, and follow-through.
• Attention to detail and critical-thinking skills.
• High integrity and ability to handle responsibility with limited supervision.
• Basic math skills.
• Strong organization, time management, task orientation, and interpersonal communication skills.
• Ability to accommodate complex clients, plan for multiple deadlines, and meet them.
• High school diploma or equivalent; some college is preferred, or equivalent work experience.
• Ability to sit for extended periods while entering data into multiple systems.
• Ability to use fingers, hands, arms, and eyes for data entry and handling paper, and to operate office equipment involving repetitive motion.
• Ability to stand, walk, and talk frequently for an hour or more.
• Close and 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 communications.
• Enter data accurately into 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 applicable 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 call and email volumes.
• Provide customer service to clients and internal departments by phone and electronic communication.
• Work hours established by the hiring manager and remain flexible for occasional weekends, weeknights, and holidays as client needs require.
• Follow company cybersecurity policies, procedures, standards, and guidelines.
• Take personal responsibility for actions, own and solve problems, and complete tasks to high standards.
• Resolve problems and crisis situations and develop resolutions between parties.
• Work respectfully and cooperatively with team members and departments, requesting support in time to meet deadlines.
• Perform other work-related duties as assigned.

Benefits

• Company-sponsored medical, dental, and vision insurance for eligible employees and their 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) and paid sick time (PST).
• 15 paid holidays annually, including 14 federal holidays and the employee’s birthday.

What This Job Offers

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