Customer Relations Specialist

Location: AZ or TX only

Fully Remote

Full-time

Job type: Customer Service

Role Summary:

The company is looking for a high performing Customer Relations Specialist. Customer Relations Specialist assist in standardizing the quality of outgoing communications and maintaining incoming/ outgoing calls as outlined by Acumen's best practices, Medicaid, the state or the contract, and all updates of the mentioned parties. This position will also conduct a variety of other company-wide administrative support tasks. This position is uniquely important as it will often be the first point of contact our customer has with Acumen.

What you will do:

• Interacts daily by phone and electronically with persons of various levels of educational backgrounds and authority.
• Provide excellent customer service to Acumen clients, coworkers and Acumen visitors both on the phone and in-person, and encouraging positive working relationships across the company.
• Analyzes, tracks, thoroughly researches and resolves all customer inquiries.
• Processes incoming and outbound paperwork and electronic communication through manual data entry into several databases with high accuracy.
• Registers potential and existing customers using several data bases with high accuracy.
• Receives, researches, sorts, files, retrieves forms, correspondence and documents of confidential and time-sensitive nature.
• Processes documents to update and maintain files and records.
• Maintains a complex filing system.
• Works well independently with limited supervision.
• Ensures all incoming paperwork and communication is processed by following Acumen, Medicaid, state and program guidelines.
• Uses strategic thinking and maintains a calendar of deadlines in order to prioritize independently according to urgency, and agreed upon timelines, or as otherwise instructed by the Manager or Supervisor.
• Demonstrates a working ability to comprehend all internal/external applications, software, Medicaid guidelines, and contract, state and program guidelines.
• Demonstrates the ability to work well with numbers; must read and comprehend data in order to effectively relay information to internal and external persons.
• Ability to handle conflict, difficult customers, and also present the skills necessary to de-escalate a given situation.
• Demonstrates the ability to work within a fast changing and fast paced work environment.
• Retrieves messages and will return calls; escalated issues will be delivered to the appropriate Supervisor.
• Review and process emails, will escalate when needed.
• Follow all processes related to position and assigned duties.
• Document new processes as requested by the Manager or Supervisor.
• Identify and share opportunities for process improvements and improved working conditions.
• Occasionally work late or on weekends as needed to ensure deadlines and/or high volume demands are met (as approved by Manager or Supervisor).
• Achieve call quotas as determined by the Manager or Supervisor.
• Perform other work-related duties as assigned, or change priorities as instructed by Manager or Supervisor.
• ALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act

What we are looking for:

• High School Diploma or equivalent, and some college courses or degree preferred
• At least 2 years of experience in Customer Service
• Proficient with 10-key by touch
• Ability to work well with numbers
• Valid Driver’s License and able to lift and transport mail to post office daily
• Advanced computer skills (includes but not limited to: How to compose an email, attach documents to an email, manipulate various type of documents such as Word, Excel, Power Point, Adobe Acrobat, etc.)
• The ability to effectively and respectfully respond to internal and external customers
• Excellent organizational skills and attention to detail
• Data Entry background with a high degree of accuracy
• A high standard of integrity and sound business ethics
• Able to work independently as well as part of a team
• Able to multi-task and meet all assigned deadlines in a rapidly changing environment
• Able to recognize a problem and escalate to the appropriate team member for resolution
• Must be able to type at a minimum of 45 wpm

Additional requirements or demands:

Responsibilities of a Team Member:

• Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted. Demonstrates excellence in work standards, is tenacious in completing tasks.
• Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties.
• Works well with other team members and departments. Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments.
• Requests support from team with ample time to accommodate the support request in order to meet deadlines
• Ensures effectiveness in processes to achieve/seek best practice.

Equipment Normally Used

• Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines
• May use other office equipment as needed

Physical and Mental Demands

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without accommodation.

• The employee must be able to sit for extended periods of time entering data into multiple systems
• The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper
• The employee may be required to answer the phone as well as respond to team members and internal customers
• The employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyes
• The employee is frequently required to stand, walk, and talk for an hour or more
• Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus
• Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines
• Ground and or Air travel upon demand

Benefits:

Acumen Fiscal Agent LLC offers a comprehensive benefits package that includes company-sponsored medical, dental, and vision insurance for eligible employees and their dependents, as well as access to additional voluntary benefits. Employees are eligible to participate in the company’s 401(k) plan after 90 days of continuous employment. Acumen also provides wellness initiatives and an Employee Assistance Program (EAP) to support employee well-being. In addition to accrued Paid Time Off (PTO) and Paid Sick Time (PST), Acumen observes 14 paid federal holidays each year, plus an employee’s birthday, for a total of 15 paid holidays annually.

Compensation Clause:

Compensation for this position is determined based on several factors, including but not limited to job-related knowledge, skills, experience, education, certifications, internal equity, geographic location, and business needs. Where required by applicable law, Acumen will provide the salary or hourly pay range for this position and applicable benefits information during the hiring process or in job postings.

Salary Description

$19/hour