Customer Service Representative

Fusion Advanced Technology•Baltimore, MD

23d

About The Position

This role involves answering inbound inquiries and providing accurate, professional support across phone, email, and other designated channels. The representative will research customer and provider records in designated systems to determine the correct next action, and complete or route inquiries, form requests, and complaints to the proper team or authority. Responsibilities also include documenting communications and outcomes in the required systems, supporting service-level reviews, file checks, or audit support assignments as directed, and assisting with limited case/payment-related transactions when authorized.

Requirements

High school diploma required
Two or more years of customer service, call center, case support, or public-facing service experience.
For bilingual roles, oral and written fluency in the required language is mandatory.
2+ years total relevant experience
1+ year in customer service, call center, case support, or provider/family support work

Nice To Haves

associate or bachelor’s degree preferred
Direct Maryland public-sector constituent service, childcare support, public benefits service, or bilingual support experience preferred.
Knowledge of the Child Care Scholarship program or comparable income-based programs.
Experience determining eligibility or supporting case research in a public program.
Experience using multiple systems to review and resolve customer issues.
Spanish/English bilingual capability where needed.

Responsibilities

Answer inbound inquiries and provide accurate, professional support across phone, email, and other designated channels.
Research customer and provider records in designated systems and determine the correct next action.
Complete or route inquiries, form requests, and complaints to the proper team or authority.
Document communications and outcomes in the required systems.
Support service-level reviews, file checks, or audit support assignments as directed.
Assist with limited case/payment-related transactions when authorized.