Customer Support Member Services

fusionSpan is a dynamic, fast-paced organization. We are a team of highly committed individuals who are inspired by the role technology plays in society. As a company, we focus on working on interesting technologies and helping our clients provide the best experience for their members. We are currently seeking three (3) skilled Member Services Specialists to join our dynamic team.

As a Member Services Specialist at fusionSpan, you will play a pivotal role in providing industry-leading support to our clients, primarily non-profits. This in-office role (from 9:00am to 5:00pm EST) requires a highly skilled professional who is proficient in delivering exceptional 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. This position demands adaptability, as you'll need to stay updated with evolving technologies and processes.

This role is 100% on-site, in our Rockville, MD headquarters
 

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.
• Stay current with industry trends, updates, and best practices related to CRM and customer service technologies.

Required Qualifications:

• 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.
• Experience with CRM systems, ERP, call center documenting systems, Salesforce Sales Cloud, Salesforce CPQ, or similar tools is highly preferred.
• Preferred Qualifications:
• Customer Success Skills: Commitment to customer satisfaction through understanding needs, building rapport, and providing comprehensive service and upsell solutions.
• Computer Skills: Proficient in Windows-based applications, including Outlook, Internet Explorer, Word, Excel, and Access. Familiarity with business intelligence tools, CRM systems (particularly Salesforce Sales Cloud and Salesforce CPQ), and Zendesk/ Hubspot experience is transferable.  
• Communication Skills: Strong ability to communicate ideas clearly and concisely through face-to-face interactions, phone conversations, and digital communications.
• eCommerce experience: understanding of operational aspects of online stores, store management, order processing and customer service within an eCommerce environment.
• Troubleshooting Skills: Ability to identify the root causes of customer service issues and determine appropriate solutions.
• Organizational Skills: Capable of managing multiple tasks simultaneously and ensuring timely and accurate completion of all responsibilities.
• Attention to Detail: High level of accuracy and thoroughness in all aspects of work.

What We Offer:

• 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 fusionSpan

fusionSpan is 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. We are open to qualified candidates worldwide even though our job opportunities are posted for a specific region.

Check out our Great Place to Work Certified Badge here.

Our Company Values:

• Trust: We believe trust is the foundation of success, and build it through unwavering integrity, transparency, and open communication. We deliver on promises, address challenges directly, and hold ourselves accountable to excellence in all interactions with clients, partners, and teammates.
• Innovation: We understand that excellence and innovation go hand-in-hand and are committed to developing forward-looking, creative solutions that meet our clients’ evolving needs and move the industry forward. We embrace change, celebrate creativity, and prioritize quality to create a new standard of performance.
• Community: We are a community-first organization committed to creating a culture of collaboration, inclusivity, and respect
  where each voice is heard and all contributions are valued. We prioritize responsible and sustainable practices on our path to positively impact those we serve.