Client Service Specialist

Job Function

The Client Services Specialist provides administrative and customer service support. This role manages shared inboxes, performs data entry and reporting, answers incoming phone calls, conducts basic equipment troubleshooting, and collaborates virtually with team members to meet organizational goals and deadlines.

Responsibilities

• Answer incoming calls via the Five9 phone system; resolve issues or route calls appropriately
• Respond promptly to service verification requests
• Process emergency incident reports accurately and timely
• Process new referrals and service requests by: 
  • Entering client information into Salesforce
  • Coordinating communication between field technicians and clients, family members, nurses, and caregivers
• Communicate directly with referral sources regarding updates, acknowledgments, and service information
• Coordinate with the billing department regarding new accounts, account modifications, and account removals
• Adhere strictly to HIPAA and data‑privacy requirements in all communications and systems usage
• Monitor and process messages in shared email inboxes from referral sources, clients, and vendors
• Assist with maintaining contacts, referral, and client databases
• Demonstrate American Medical Alert’s mission of client‑centered service supporting independent living
• Perform other duties as assigned

Remote Work Environment Expectations

This position is remote and requires the employee to:

• Maintain a dedicated, private, and quiet workspace suitable for confidential conversations and HIPAA compliance
• Use company‑approved systems, platforms, and security protocols at all times
• Be available and logged in during scheduled work hours, including phone and system availability
• Meet productivity, quality, and responsiveness standards comparable to an on‑site role
• Safeguard confidential information by: 
  • Using secure internet access
  • Preventing unauthorized individuals from viewing or hearing protected information
  • Following all company IT and data‑security policies
• Promptly report technical issues or system outages to the appropriate department

Essential Functions 

The essential functions of this position include, but are not limited to, the following:

• Ability to remain seated for extended periods of time
• Continuous use of a computer, keyboard, mouse, headset, and computer monitors
• Ability to visually review and interpret detailed information on a computer screen
• Frequent verbal and written communication via phone, video conferencing, email, and messaging platforms
• Ability to concentrate, prioritize tasks, and manage multiple systems simultaneously
• Ability to perform repetitive tasks with a high degree of accuracy

Position Requirements

• Minimum of one (1) year of customer service experience
• College degree or an equivalent combination of education and relevant work experience
• Exceptional written and verbal communication skills
• Strong organizational, time‑management, and prioritization abilities, particularly in a remote environment
• Demonstrated problem‑solving and critical‑thinking skills
• High attention to detail and accuracy
• Proficiency with Windows‑based computers, Microsoft Office applications, email, and web‑based platforms
• Ability to work independently while collaborating effectively with a remote team

Technical & Remote Requirements

• Reliable high‑speed internet connection capable of supporting VoIP phone systems, video meetings, and cloud‑based software
• Ability to operate required systems concurrently without performance degradation
• Willingness to comply with all company technology, security, and remote‑work policies

Full-time, non-exempt, benefited position