Customer Relations Team Lead

🌎 Change the world. Get paid for it.

At Acumen, we're on a mission to help the disabled, military veterans, and the elderly live more independent, empowered lives. If you want your work to matter, this is your sign.

💡 About US

Acumen Fiscal Agent began 30 years ago with a bold idea: There had to be a better, simpler, and more personal way to deliver self-directed services to individuals needing home care and their families.

Today, Acumen is proud to be one of the nation’s largest and most trusted providers of fiscal agent services.

We’re not just processing payroll or paperwork, we’re helping people live fuller, more independent lives. Come be part of something meaningful!

💼What is the job?

Acumen Fiscal Agent is seeking a Customer Relations Team Lead to oversee our dedicated team of Customer Relations Specialists. In this leadership role, you will be responsible for managing day-to-day operations, mentoring team members, and ensuring that we provide exceptional service to our clients. You will develop strategies to enhance client satisfaction, resolve escalated issues, and drive performance metrics. The ideal candidate will have strong leadership skills, extensive experience in customer service, and the ability to foster a positive team environment. Join us in leading our efforts to empower clients and strengthen relationships!

Responsibilities

• Lead, mentor, and develop the Customer Relations team to achieve service excellence.
• Monitor team performance and implement strategies for continuous improvement.
• Serve as a point of escalation for complex client issues and provide resolutions.
• Establish and maintain effective communication within the team and across departments.
• Analyze client feedback and performance metrics to enhance service delivery.
• Provide training and support to team members on best practices and company policies.
• Collaborate with management to develop and implement organizational goals.

• Bachelor's degree in business administration, management, or related field preferred.
• Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a leadership role.
• Exceptional verbal and written communication skills.
• Proven ability to lead a team and drive performance outcomes.
• Strong problem-solving skills and the ability to handle escalated situations.
• Proficiency in Microsoft Office Suite and experience with CRM systems.
• Excellent organizational skills and attention to detail.
• Commitment to fostering a positive, team-oriented environment.

♥️What's in It for You?

• 16 paid holidays, including your birthday! We believe celebrating you is just as important as the work you do.
• Paid Time Off and Paid Sick Time
• Employee Recognition Program
• Employee Assistance Program
• Referral Program, get extra rewards for referring your friends to work with Acumen!  
• Paid Parental Leave
• Be a part of a mission driven culture where you can make a real impact
• Medical, Dental & Vision coverage
• 401(k) with company match
• Voluntary benefits, including Pet Insurance

💭What Do You Think? Are You Ready to Make a Difference in Someone’s Life Every Single Day?

Apply today and be part of a team that values compassion, accountability, and purpose. Let’s make self-direction more personal, together.