Member Services Representative

5 days ago


Rockville, Maryland, United States fusionSpan Full time
Job Summary

We are seeking a highly skilled Member Services Representative to join our dynamic team at fusionSpan. As a key member of our support team, you will play a pivotal role in providing industry-leading support to our clients, primarily non-profit organizations.

Key Responsibilities
  • Provide Exceptional Customer Service: Answer inbound calls and emails from members and state staff, actively listening to their needs, and identifying appropriate solutions.
  • Troubleshoot and Resolve Issues: Troubleshoot and resolve member/state staff service issues, triage escalating complex cases, and maintain a strong understanding of the Salesforce CRM.
  • Collaborate with Cross-Functional Teams: Collaborate with a global high-performing, cross-functional team to ensure a seamless customer service experience.
  • Stay Current with Industry Trends: Stay current with industry trends, updates, and best practices related to CRM and customer service technologies.
Requirements
  • Education and Experience: High School diploma or GED required; Bachelor's degree preferred. 3-5 years of successful customer service experience, with a strong preference for candidates with 2+ years of call center experience.
  • Technical Skills: Experience with CRM systems, ERP, call center documenting systems, Salesforce Sales Cloud, Salesforce CPQ, or similar tools is highly preferred.
  • Soft Skills: Strong ability to communicate ideas clearly and concisely through face-to-face interactions, phone conversations, and digital communications. Ability to identify the root causes of customer service issues and determine appropriate solutions.
What We Offer
  • Comprehensive Benefits: Comprehensive health insurance, dental, vision, life insurance, long-term disability, accidental death and dismemberment insurance, and retirement savings match.
  • Generous Time Off: 15 days of paid vacation – increases with tenure, and 10 paid federal holidays.


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