Customer Service Representative at Fusion… · Baltimore

Fusion Advanced Technology, LLC is a mission-driven cybersecurity, IT, and program management company supporting federal and state government customers in complex, high-impact environments. As a certified Woman-Owned Small Business (WOSB) and Service-Disabled Veteran-Owned Small Business (SDVOSB), Fusion combines agile small-business responsiveness with leadership backed by decades of military, Department of Defense, and Intelligence Community experience.

Fusion stands out through its people-first culture, hands-on leadership, and commitment to mission success. We provide employees the opportunity to support meaningful programs, grow professionally, and work alongside experienced professionals who understand both mission operations and customer needs.

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.