Customer Support Professional: Delivering Exceptional Member Experience

4 days ago


Rockville, Maryland, United States fusionSpan Full time

At fusionSpan, we're seeking a skilled Customer Support Specialist to join our dynamic team. As a member of our customer-facing department, you will play a pivotal role in delivering exceptional support to our clients, primarily non-profit organizations.

About the Role

This is an in-office position (9:00am - 5:00pm EST) that requires a highly skilled professional with expertise in delivering top-notch customer service and troubleshooting member issues. You will be responsible for handling a wide range of member inquiries, from basic to complex, ensuring a seamless customer experience.

Key Responsibilities:
  • Provide Tier I-II support by answering inbound calls and emails from members and state staff, actively listening to their needs, and identifying appropriate solutions.
  • Troubleshoot and resolve member/state staff service issues, triage escalating complex cases.
  • Collaborate with a global high-performing, cross-functional team to ensure a seamless customer service experience.
  • Maintain a strong understanding of the Salesforce CRM as this role will be working daily on the platform to dis-position account activity, update communication, and conduct data-entry for multiple non-profit clients.
  • Demonstrate accountability for your work, ensuring tasks are completed accurately and efficiently.
About Our Team

We're a fast-paced, high-energy global firm with a highly motivated team. This role will experience high work demands under tight timelines requiring a flexible and adaptable approach to daily priorities.

What We Offer
  • An estimated salary range of $50,000 - $65,000 per year, depending on experience.
  • Comprehensive Health insurance.
  • Dental & Vision.
  • Life Insurance.
  • Long Term Disability.
  • Accidental Death & Dismemberment insurance.
  • Retirement savings match.
  • 15 days of paid vacation – increases with tenure.
  • 10 paid federal holidays.
About Us

fusionSpan is a company that values innovation, teamwork, and customer satisfaction. We strive to foster a culture of caring, both within our organization and in the communities we serve. As a valued member of our team, you'll have opportunities for personal growth and development in a dynamic and supportive environment.



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