Customer Service Representative

Job Description

Salary:

Customer Service Representative

Continuum Fiscal Services
Location: Atlanta, Georgia
Position Type: Full-Time

Position Summary

Continuum Fiscal Services is seeking a professional and detail-oriented Customer Service Representative to join our Atlanta team. This position serves as the first point of contact for participants, families, support coordinators, and vendors. The ideal candidate will possess strong phone etiquette, excellent data entry skills, and the ability to accurately manage participant information while providing exceptional customer service.

This role requires a highly organized individual who can multitask in a fast-paced environment while maintaining accuracy and professionalism.

Key Responsibilities

Customer Support

• Answer incoming calls and respond to inquiries from participants, families, and support coordinators.
• Provide clear and professional guidance regarding participant accounts, budgets, purchases, and program policies.
• Resolve routine service issues or escalate complex matters to the appropriate department.
• Maintain a courteous and professional tone in all communications.

Data Entry & Documentation

• Accurately enter participant information, service requests, and documentation into internal systems.
• Maintain updated records and ensure all information is entered correctly and timely.
• Review documentation for completeness and compliance before processing.
• Assist with maintaining organized electronic and physical files.

Program Support

• Assist participants with submitting documentation for goods, services, and reimbursement requests.
• Provide guidance on program rules and allowable purchases.
• Track requests and follow up with participants to ensure timely resolution.

Administrative Tasks

• Monitor and respond to customer service emails.
• Assist with maintaining participant records and internal reports.
• Support internal teams with administrative tasks as needed.

Qualifications

• High school diploma or equivalent required; Associates or Bachelors degree preferred.
• Minimum 2 years of customer service experience, preferably in healthcare, social services, or administrative settings.
• Excellent telephone communication and interpersonal skills.
• Strong data entry and computer skills.
• Ability to work with high attention to detail and accuracy.
• Strong organizational and multitasking abilities.
• Proficiency with Microsoft Office (Word, Excel, Outlook).

Preferred Qualifications

• Experience working with Medicaid waiver programs or fiscal intermediary services.
• Experience working with participant-directed programs.
• Familiarity with CRM or case management systems.

Key Competencies

• Professional phone etiquette
• Attention to detail
• Accuracy in data entry
• Problem-solving skills
• Customer-focused mindset
• Ability to handle sensitive information confidentially

Work Environment

This position operates in a professional office environment in Atlanta and requires frequent interaction with participants, families, and internal staff.

About Continuum Fiscal Services

Continuum Fiscal Services provides fiscal management services that empower individuals receiving Medicaid waiver services to direct their own care and supports. Our team is committed to delivering efficient, responsive, and participant-centered service.