Customer Service Representative (Remote)

What We Do

We’re a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. About 40,000 small businesses use our tools to build websites and send out our content. Generally, these businesses don’t have marketing departments but are growth-minded enough to know they need to market themselves. 

We help them do just that. We work together to create beautiful website designs, automated marketing tools, and award-winning educational content for them. The end goal is to help them build better relationships with their clients with less hands-on effort.

About Our Culture

FMG started over a decade ago and now has 300+ (and growing!) employees spread out across the globe. We embrace a fast-paced, results-oriented culture, and focus on a healthy work/life balance. We value collaboration and open, thoughtful communication. We believe work should be both engaging and challenging, mixed with a good sense of humor. 

Our goal is to invest in motivated, successful individuals and watch them succeed both inside and outside of work. We’re building a winning team of A+ players and we hope you’ll be next to join us. 

Our Commitment to Diversity, Equity, and Inclusion

At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work. 

Our Employee Benefits

FMG strives to be a top-tier employer. We continually evaluate our benefits and total compensation packages to ensure we offer our employees the most competitive package we can provide. 

• Generous paid Holiday schedule
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
• Robust Insurance Plan including:
  • Medical with $0 co-pay Telehealth plan 
  • Dental
  • Vision
  • Health Savings Account (HSA) with generous employer contributions
  • Flexible Spending Accounts (FSA)
  • Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
  • Company-paid Short & Long Term Disability coverage
  • Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• Employee Events Committee that plans fun in-person and virtual events
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• Work computer equipment is provided to help you succeed :)

About the Role

We are seeking a highly skilled and motivated Customer Service Representative to join our team. This role is critical to the success of our company, serving as the primary point of contact for our clients. The impression you create and the service you provide will shape how clients perceive FMG. This position requires a higher level of problem-solving and critical thinking skills than typical entry-level customer service roles. It’s not your typical customer service position. 

At FMG, we are looking for individuals who are natural problem solvers and can think critically under pressure. The role demands a high level of dedication and resilience, as you will encounter challenging situations that require innovative solutions. Here you will have the opportunity to make a significant impact on our clients' experiences and grow your skills in a dynamic, supportive environment.

If you are a skilled puzzle solver who thrives in a challenging and dynamic environment, and you are passionate about delivering exceptional customer service, we would love to hear from you. 

Join FMG and help us continue to set the standard for excellence in customer service. We look forward to welcoming you to our team!

Compensation

• $33,000 to $39,000 Depending on experience and performance through a combination of wages and monthly incentives
• Compensation increases are typically given multiple times throughout the year as a Customer Service Representative is promoted through our service tiers

Primary Responsibilities & Expectations

• Assist customers who have questions on FMG products (websites and marketing).
• Provide accurate and timely customer service by phone and email.
• Handle complex escalated inquiries from customers.
• Work with FMG’s Customer Service tools (Hubspot, Aircall, FMG Suite’s Advisor Admin, Guru, Slack, Google Docs, etc.) to resolve customer issues.
• Record and maintain detailed notes about interactions with customers.
• Report bugs and other issues on platforms to developers.
• Collaborate and coordinate with internal departments to ensure client satisfaction.
• Provide feedback to management on customer experience and customer likes/dislikes about FMG’s products.
• Exercise patience, empathy, and understanding on every call and every email.
• Efficiently solve a ticket backlog with quality information and service.
• Participate in ongoing training to stay current with our products, services, and industry developments.
• All other duties as assigned
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Skills and Qualifications

• Excellent communication skills, both verbal and written.
• A proactive problem solver with outstanding critical thinking skills.
• Ability to learn quickly and adapt to changing environments.
• Willing to dig for the right answer, and ask questions when you need help.
• Ability to work proactively individually and in a team environment.
• Have a true passion for exceptional customer service with every interaction, actively seeking opportunities to give positive, memorable service.
• Listens carefully and thoughtfully, and works collaboratively to help anyone in need.
• Exhibits a caring, positive, and cheerful attitude; is adaptable, positive and supportive, even during stressful situations.
• A self-directed learner.
• Proficiency and fluency in speaking, understanding, reading, and writing English.
• Must be able to type 50+ words per minute
• Prior experience in customer service or a related field is preferred but not required.

FMG is proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information.  If you require accommodation to complete the application or interview process, please contact [email protected].

You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/