Client Services Agent

Acumen LLC•Metairie, LA

About The Position

Client Services Agents at Acumen provide service-forward enrollment, education, and ongoing support to clients with disabilities and their families. The role supports employers and employees throughout enrollment and the client lifecycle, using inbound and outbound phone calls, email, paperwork processing, and accurate manual data entry across multiple databases. Agents help maintain positive working relationships with clients, families, support coordinators, program contacts, and third-party organizations. The position requires agents to understand and communicate program rules, regulations, and implementation needs; resolve client inquiries and escalated issues within contractual timeframes; and coordinate with internal departments to address client needs. Agents also help develop existing programs through marketing, education, and community outreach. They handle fluctuating call and email volumes, follow cybersecurity policies and procedures, and may work occasional weekends, weeknights, or holidays according to client needs. Working hours are established by the hiring manager.

Requirements

At least one year of experience with manual data entry into databases.
Ability to work independently with limited supervision and act as a self-starter.
Effective communication skills and 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 a follow-through mentality.
Attention to detail and critical-thinking skills.
High standard of integrity and ability to handle responsibility with limited supervision.
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 maintain confidentiality.
Ability to respectfully interact with clients with varying abilities, educational backgrounds, authority, and ethnicities.

Nice To Haves

Willingness to obtain certain state-required certifications.
Ability to travel, including overnight trips, by ground transportation and/or flight 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 communication.
Enter data accurately into 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 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.
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 in verbal and written communications.
Manage fluctuating volumes of calls and emails.
Provide efficient customer service to clients and internal departments by phone and electronic communication.
Work the schedule established by the hiring manager and remain flexible to work occasional weekends, weeknights, and holidays as client needs require.
Follow cybersecurity policies, procedures, standards, and guidelines.
Take personal responsibility for actions, own problems, and work toward solutions.
Complete tasks tenaciously and maintain high work standards.
Problem-solve and make decisions, including resolving crisis situations and developing resolutions between parties.
Collaborate respectfully with team members and departments to accomplish shared goals and assignments.
Request team support with sufficient notice to meet deadlines.
Maintain effective processes and seek best practices.
Perform other work-related duties as assigned.