customer service representative

caregiver

customer specialist

administrative assistant

help desk analyst

Acumen Fiscal Agent

There were 2 co-workers that office who seemed supportive of me, but I was never sure of who I could trust in the Provo Acumen Fiscal agent office. The Provo office manager was very difficult to work for. The Provo officre manager was not interested in fairness and being supportive of me in the office while I worked there. The Acumen Fiscal Agent Provo office was a very toxic enviroment to work for me. I  constantly felt like I was targeted to be fired or resign. So I eventually resigned when the toxic enviroment in the Provo Fiscal Agent office had gotten to great. I liked the work, and a couple of my co-workers, but the Provo office management was to oppresive to me. I didn't like working and feeling that anything I did was watched and they were looking for a reason to chastise me. I am accountable for my work there for sure. But when you feel you can't even breathe to loudly or someone would complain, it was just to much. Not once while I worked there did the Provo office manager asked me what my co-workers could do to assist in the work enviroment there. Not once, but I heard many times what I needed to do to make it easier for my co-workers. That is incredubly unbalanced and made the work enviroment toxic for me during my time while I worked there. 

I work in the customer service department and I truly make a difference in peoples lives.  We work with families who need assistance in managing self direction and they themselves or a member of their family need a caregiver.  I go to work each day knowing that what I do matters and that I am helping families stay home which is critical now with COVID and keeping people safe at home. Unlike other companies who are laying off my company is growing rapidly and we even went to a 24/7 shift recently and we also all got a pay increase across the board which was helpful.  My manager and the other leads are very supportive and care about me and want my input.  My trainer if always willing to go above an beyond for me and even made sure I got my training binder and dropped it off to me when I first started and I was not able to get to the office to pick it up as she wanted to make sure I had what I needed. 
 She even adjusted her schedule to help me when I went live on the phones to make sure I was feeling supported.  I never had anyone do that for me at a job before.  I'm thankful to have a job in these difficult times and one that has allowed me to work remotely to ensure that I stay healthy while still being able to do my job and care for my family.

I recently joined Acumen, and honestly, my impression of the interview process is that it lacked clear communication. Everything was compressed into a single day with multiple interviews, and I later discovered it was due to issues with Alabama's payment system, making the hiring process quite chaotic. The urgency for hiring was evident. When I received the call back, I was informed it was an in-office position, but it turned out to be temporarily remote (which I don't mind, but clarity would have been appreciated).

I wasn't aware that equipment, like computer boxes, was on its way, and there wasn't much communication about the work-from-home setup. It seems different from my previous remote job, where they kept me well-informed. Given Alabama's newness to the system, I can attribute some of the confusion to that.

I hope Acumen could improve its communication, especially in keeping us informed about developments such as training and the next steps after onboarding. While the work itself is straightforward, there's a tendency for it to be overly explained, which can lead to confusion without proper guidance from those we interact with.

Acumen lacks all types of managements and teamwork.

As someone who worked in customer service it is very busy with phone calls per expectation, but the managements expectations and demands are hard to keep up with. As a customer service rep you are doing other departments jobs as well, without even being asked; the work is just handed to you and expected to be done on top of the 40+ calls a day. 
Not to only mention that no other department takes any sort of calls! At all! Other departments do not get to hear the crits and anger customers provide, customer service will have to deal with it all. Reps try to inform managers of ongoing issues customer are having with the company, but other departments are never informed or do not cooperate leaving much frustration with customers. Because of the lack of communication and teamwork this leave customers screaming at us (a rep who only answers phone for simple questions) for an hour. 

On a side note Acumen has a high no phone policy as per expected, it is a high call volume. But it is weird that we get in trouble for glancing at our phone for a minute but managers will be scrolling through Facebook/other websites their whole shift.

● Work-life balance
It is based on the private client you are hired and I am currently employed with a flexible client to balance my personal and work life

● Pay & benefits
Currently, acumen is offering paid time off due to Covid. However, there are no sick days off.

● Job security and advancement
It depends on who you are hired by, pay is always secure with the company but not by the personal employer

● Management
Great company to work with as an employee

● Culture
The company cares for their clients and workers.

● Overall
Wondering company to work with, clear instructions and paperwork. They are on top of their employees and clients. Truly wonderful company to be a part of!

What is the best part of working at the company?
Being able to provide a service to someone that's less fortunate than you.

What is the most stressful part about working at the company?
I would have to indicate when the phone service would be down and you couldn't put your work time in.

What is the work environment and culture like at the company?
It would be just you and your client and you would work all different races and religions.

What is a typical day like for you at the company?
Go in cook clean you would also have to change your clients bathe them changing of bad clothes and personal clothing.

The people at Acumen are incredible. The management sincerely cares about employees. There are opportunities for some advancement, but due to the nature of the work and the company structure it would not be a sustainable career option unless you work into a management role or another salaried position. 

This is a niche company and is currently undergoing a major transition, so it feels like a start-up. I would recommend this company to college students, parents who need a low-stress side job, and the retired.

I enjoyed that the gentleman I was actually providing homecare for set my hours. Unfortunately when there were problems with my pay, Acumen  sent a 73 year old man with 50,000 unread emails, an email, and expected him to have noticed on his own, and sort out the problem.

If you are in customer service or processing be prepared to pick up the slack for management. They do not train or care about employees understanding. Only that they can say you were informed. HORRIBLE TRAINING AND COMMUNICATION I LEFT AS SOON AS I COULD! Worst part is they play favorites with who can work from home. Toxic environment . They will also add on work not in the job description and expect perfection. 

My boss is great she helps me achieve my goals and always there to lend a hand when I need help with something. They have a large break/lunch with plenty space, they have games too. 

Top Job Titles	Average Salary
Customer service representative 17 salaries reported	$21.29 per hour
Caregiver 9 salaries reported	$18.00 per hour
Customer specialist 2 salaries reported	$19.50 per hour
Administrative assistant 3 salaries reported	$20.33 per hour
Help desk analyst 3 salaries reported	$21.00 per hour

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