Customer Service Representative

Fusion Advanced Technology, LLC; Baltimore (MD); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Job summary

Fusion Advanced Technology, LLC seeks a customer service professional to support Maryland public-sector inquiries across phone and email. The role emphasizes accurate documentation and routing of requests.

The ideal candidate has 2+ years in customer service or call center environments, with preferred associate or bachelor’s degree and bilingual ability where needed. Join a team committed to operational excellence and compliance. Benefits include medical, dental, and vision coverage.

Qualifications

• High school diploma required; associate or bachelor’s degree preferred.
• 2+ 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.

Responsibilities

• Answer inbound inquiries via phone, email, and designated channels.
• Research customer and provider records to 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.

Skills

Customer service

Call center

Case support

Public-facing service

Education

High school diploma

Associate or bachelor’s degree preferred

Job description

Core 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.

Recommended Minimum Qualifications

High school diploma required; associate or bachelor’s degree preferred. 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.

Minimum Years of Experience Criteria

• 2+ years total relevant experience
• 1+ year in customer service, call center, case support, or provider/family support work
• Direct Maryland public‑sector constituent service, childcare support, public benefits service, or bilingual support experience preferred.

Preferred Qualifications

• 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.

Benefits

Fusion offers a competitive benefits package that includes medical, dental, and vision coverage.

Join a team committed to operational excellence, and mission success.

Equal Employment Opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. Fusion Advanced Technology does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information, or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

This job description is intended to outline the general nature and level of work being performed. It is not intended to be a comprehensive list of all responsibilities, duties and skills required of the position. Additional tasks may be assigned as needed.