Customer Relations Specialist

ROLE AND ESSENTIAL FUNCTIONS

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.

• 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, research, 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

QUALIFICATIONS

• 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

COMMUNICATION SKILLS

• Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues
• Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities
• Ability to maintain confidentiality
• Read and interpret written information and procedural documentation.
• Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully

RESPONSIBILITIES AS 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 assignment
• 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

ACUMEN IS AN EQUAL OPPORTUNITY EMPLOYER

Acumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Note: This job description in no way states or implies that these are the only duties to be performed by the employee in this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties as requested by their supervisor.