Customer Relations Specialist

ABOUT THE COMPANY

Acumen LLC. is one of the nations leading fiscal agents offering a portfolio of innovative financial management services backed by superior customer service. Our passion is to help people lead independent lives through exceptional participantdirected programs. Acumen is a great place to work. Our employees make a positive difference in our clients lives by what they do. Among many benefits to working here we offer medical dental and vision coverage generous paid time off and incentive bonuses to those who qualify.

OVERVIEW AND ESSENTIAL JOB FUNCTIONS

Customer Relations Specialist assist in standardizing the quality of outgoing communications and maintaining incoming/ outgoing calls as outlined by Acumens best practices Medicaid the state or the contract and all updates of the mentioned parties. This position will also conduct a variety of other companywide 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 inperson 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 timesensitive 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 deescalate 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 workrelated 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

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent and some college courses or degree preferred

• At least 2 years of experience in Customer Service

• Proficient with 10key by touch

• Ability to work well with numbers

• Valid Drivers 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 multitask 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

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.

If you require reasonable accommodation for any part of the application process or hiring process please submit your request through one of the following methods listed below:

(a) Dedicated fax
(b) Dedicated email DISABILITY ACCOMMODATION REQUESTS ONLY
(c) US mail 4554 E Inverness Ave Mesa AZ 85206 Attn Human Resources
(d) Dedicated phoneOption 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY