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 ourdynamic 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.
If interested, please visit this link to apply:
https://jobs.fusionspan.com/apply/eJF2ilz24v/Member-Services-Specialist?source=CRAG
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.
If interested, please visit this link to apply:
https://jobs.fusionspan.com/apply/eJF2ilz24v/Member-Services-Specialist?source=CRAG
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
