Remote Customer Relations Specialist at Acumen

Acumen Fiscal Agent LLC is seeking a highly motivated and detail-oriented Customer Relations Specialist to join its team.

This role is responsible for delivering exceptional customer service, maintaining consistent communication standards, managing incoming and outgoing calls, and ensuring compliance with company policies, Medicaid requirements, state regulations, and contractual guidelines.

The successful candidate will serve as a key point of contact for customers, making this position essential to creating a positive first impression and maintaining strong relationships with clients, colleagues, and visitors.

In addition to customer support, the role involves data entry, document processing, records management, and a range of administrative responsibilities across the organisation.

The ideal candidate will possess excellent communication skills, strong organisational abilities, a high level of accuracy, and the capacity to manage competing priorities in a fast-paced environment.

Key Responsibilities

• Communicate daily with customers, colleagues, and other stakeholders by telephone and electronic channels, adapting communication to individuals with different educational backgrounds and levels of authority.
• Deliver professional and courteous customer service to Acumen clients, employees, and visitors, both over the phone and in person.
• Investigate, track, analyse, and resolve customer enquiries accurately and efficiently.
• Process incoming and outgoing correspondence, paperwork, and electronic communications through multiple databases and systems.
• Register prospective and existing customers across various databases while maintaining accurate records.
• Receive, review, sort, research, file, and retrieve confidential and time-sensitive documents, forms, and correspondence.
• Update and maintain customer files, records, and documentation in accordance with established procedures.
• Maintain an organised and comprehensive filing system.
• Ensure all incoming paperwork and communications are processed according to Acumen policies, Medicaid requirements, state regulations, and applicable programme guidelines.
• Manage deadlines and prioritise tasks independently based on urgency, established timelines, and management instructions.
• Develop a working knowledge of internal and external software applications, Medicaid requirements, contractual obligations, and relevant state and programme guidelines.
• Interpret numerical information and communicate relevant data clearly to internal and external stakeholders.
• Handle challenging customer interactions professionally, resolve conflicts where possible, and apply appropriate de-escalation techniques.
• Retrieve and respond to telephone messages promptly, referring complex or escalated matters to the appropriate supervisor.
• Review and process emails, escalating issues when necessary.
• Follow all established procedures and fulfil assigned responsibilities consistently.
• Document new procedures and workflows when requested by management.
• Identify opportunities to improve processes, operational efficiency, and working conditions.
• Meet established call-volume targets and other performance expectations set by the manager or supervisor.
• Work occasional evenings or weekends, when approved, to meet deadlines or manage periods of high demand.
• Adapt to changing priorities and perform other duties as assigned by management.
• Support the company’s cybersecurity and compliance objectives by understanding and following all relevant security policies, procedures, standards, and guidelines.

Required Qualifications and Skills

Candidates should demonstrate the following qualifications and competencies:

• A high school diploma or equivalent; some college education or a degree is preferred.
• At least two years of customer service experience.
• Proficiency in using a 10-key numeric keypad by touch.
• Strong numerical aptitude and the ability to interpret and communicate data accurately.
• A valid driver’s licence and the ability to transport mail to the post office daily.
• Advanced computer skills, including composing emails, attaching documents, and working with Microsoft Word, Excel, PowerPoint, Adobe Acrobat, and similar applications.
• Excellent verbal and written communication skills, with the ability to interact respectfully and effectively with internal and external customers.
• Strong organisational skills and exceptional attention to detail.
• Previous data entry experience, with a demonstrated record of accuracy.
• High standards of integrity, professionalism, and ethical conduct.
• The ability to work independently while contributing effectively to a team.
• Strong multitasking and time-management skills, with the ability to meet deadlines in a rapidly changing work environment.
• The ability to identify problems, determine appropriate next steps, and escalate issues to the relevant team members.
• A minimum typing speed of 45 words per minute.

Additional Competencies and Team Expectations

Successful team members are expected to demonstrate accountability, sound judgement, and a commitment to continuous improvement.

Key expectations include:

Accountability: Take ownership of assigned responsibilities, address problems proactively, and remain committed to completing tasks to a high standard.

Problem-solving: Analyse challenges, make informed decisions, and work towards practical resolutions, including managing difficult situations and resolving disagreements.

Teamwork: Build respectful working relationships with colleagues and other departments to achieve shared goals efficiently.

Effective communication: Request assistance early enough to ensure colleagues have sufficient time to provide support and help meet deadlines.

Continuous improvement: Evaluate existing workflows and identify opportunities to improve processes, efficiency, and service quality.

Reliability: Demonstrate consistency, professionalism, and persistence when handling responsibilities and meeting performance expectations.

Equipment Used

The position typically involves using the following equipment:

• Telephone and headset.
• Computer and multiple monitors.
• Copier, printer, and scanning equipment.
• Postage machine.
• Calculator and fax machine.
• Other office equipment as required.

Physical and Mental Requirements

The physical and mental demands listed below represent the requirements necessary to perform the essential functions of the role, with or without reasonable accommodation.

• Ability to sit for extended periods while entering and processing information across multiple computer systems.
• Frequent use of fingers, hands, arms, and eyes for data entry, document handling, folding, and cutting paper.
• Ability to answer telephone calls and communicate effectively with colleagues and internal customers.
• Ability to operate office equipment, including computers, copiers, scanners, document-reading systems, and calculators, involving repetitive movements.
• Ability to stand, walk, and speak for extended periods, sometimes an hour or longer.
• Sufficient visual ability to perform job duties, including close vision, colour vision, and the ability to adjust focus.
• Ability to work effectively under pressure while managing multiple assignments and strict deadlines.
• Willingness and ability to undertake ground or air travel when required.

Reasonable accommodations may be available to enable qualified individuals to perform the essential functions of the position.

Salary and Compensation

Compensation for this position is determined by several factors, including relevant knowledge, skills, professional experience, education, certifications, internal pay equity, geographic location, and the company’s operational needs.

Where required by law, Acumen will disclose the applicable salary or hourly pay range and relevant benefits information during the recruitment process or in the job advertisement.

Note: A specific salary figure was not provided in the supplied job description.

Benefits and Perks

Acumen Fiscal Agent LLC offers a comprehensive benefits package designed to support employees’ health, financial security, and overall well-being.

Eligible employees may receive:

• Company-sponsored medical insurance.
• Dental and vision insurance for employees and eligible dependants.
• Access to additional voluntary employee benefits.
• Eligibility to participate in the company’s 401(k) retirement savings plan after 90 days of continuous employment.
• Employee wellness initiatives.
• An Employee Assistance Program (EAP).
• Accrued paid time off (PTO).
• Paid sick time (PST).
• Fourteen paid federal holidays annually, plus a paid holiday for the employee’s birthday, totalling 15 paid holidays each year.

Benefit eligibility and coverage are subject to the company’s applicable policies and plan terms.

About Acumen Fiscal Agent LLC

Acumen Fiscal Agent LLC is a nationwide provider of fiscal management and household employment solutions that support the self-directed care model.

Its services help individuals with disabilities exercise greater independence by choosing the caregivers and service providers who deliver support in their homes.

The organisation works to facilitate the administrative and financial processes associated with self-directed care, helping individuals manage their care arrangements.

Acumen Fiscal Agent LLC is supported by TEAM Services Group, its private equity parent organisation.

Equal Employment Opportunity

Acumen Fiscal Agent LLC is an equal opportunity employer committed to providing a workplace free from unlawful discrimination.

The company considers applicants and employees without discrimination based on age, ancestry, colour, disability, family or medical leave rights, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex, pregnancy, childbirth, breastfeeding and related medical conditions, sexual orientation, or any other characteristic protected by applicable local, state, or federal law.

Acumen is committed to fair employment practices throughout its recruitment, hiring, and employment processes.

How to Apply

Candidates with strong customer service experience, excellent administrative skills, and a commitment to accuracy and professionalism are encouraged to apply.

If you are comfortable handling customer enquiries, managing confidential records, working with multiple computer systems, and supporting a busy team, this opportunity may be a good fit for your skills and experience.

Submit your application through Acumen Fiscal Agent LLC’s official recruitment channel and review the complete job listing for any additional requirements or application instructions.

Employer: Acumen Fiscal Agent LLC

Position: Customer Relations Specialist

Experience required: At least two years in customer service

Education: High school diploma or equivalent; further education preferred

Compensation: Determined by experience, qualifications, location, and other relevant factors

Benefits: Health, dental, vision, retirement savings, paid leave, holidays, and wellness support for eligible employees.