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Customer Service Representative

FMG Suite
Email
In-office position. This role is temporarily remote due to COVID-19.

Backstory:

We’re a marketing software company that serves small business owners, primarily financial advisors and insurance agents. About 25,000 small businesses use our tools 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. Our software helps them do just that. We automate email and social campaigns to drive traffic back to their websites, helping them build better relationships with their customers with less hands-on effort.

Benefits:

  • Competitive compensation, and a chance to earn incentives
  • Optional Alternate 9-80 Work Schedule – with every other Friday off
  • Robust Insurance Plan including company-paid Life, Short Term Disability, Long Term Disability and Employee Assistance Plan(s)
  • Matching 401(k) with immediate full vesting
  • Generous paid Holiday and Vacation schedule - starting day one
  • Paid Parental Leave
  • Flexible Schedule
  • Focused on everything you need to start a career, and not just another job!

Summary:

The Customer Service Representative (CSR) role is the front face of our company. As a CSR, you will be communicating with clients on a daily basis. You will spend most of your time on the phone helping clients with multiple requests from making simple website edits to troubleshooting complex technical issues. You will also be following up and communicating with clients via email to resolve support tickets/cases. If you are a proactive person looking to solve problems and help customers, this may be the role for you.

Overview:

  • Interact with FMG Suite customers to provide product and service information about their website and marketing software.
  • Resolve product and service problems with high independence, but collaborative team efforts.
  • Provide support over phone, chat, and emails.
  • Ensure all work is complete for your backlog of cases.

Work Environment:

This job operates in a professional office environment and is located in Pleasant Grove, UT. This role routinely uses standard office equipment such as computers and phones.
This role is temporarily remote due to COVID-19.

Compensation Information:

  • Hourly Pay Range: $14.50 + Monthly Incentives

Job Type:

  • Full-time and Part-time positions available.

Job Functions and Responsibilities:

  • Assist customers who have questions on FMG Suite’s products websites and marketing.
  • Provide accurate and timely customer service by phone, chat, and email.
  • Handle complex and high-level, escalated inquiries from customers.
  • Work with FMG’s Customer Service tools (Salesforce, FMG Suite’s Advisor Admin, JIRA, Google Docs, etc.) to resolve customer issues and set up customer appointments.
  • Record detailed notes about interactions with customers.
  • Report bugs and other issues on platforms to developers.
  • Prepare and update customer activity reports as needed.
  • Communicate and coordinate with internal departments.
  • Provide feedback to management on customer experience and customer likes/dislikes about FMG’s products.
  • Exercise patience and understanding when a client is frustrated.
  • Efficiently solve tickets with quality information and service.
  • Work with our development team to complete custom coding requests from clients.
  • All other duties as assigned

Essential Behaviors and Characteristics:

  • A great communicator, written and verbal.
  • A proactive problem solver.
  • Someone willing to look for the answer as well as ask questions.
  • Ability to work well individually and in a team environment.
  • Offers 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.
  • Self-directed learner.

Required Education and Experience

  • High School Diploma
  • Proficiency and fluency in speaking, understanding, reading, and writing English.
  • Must be able to type 50+ words per minute

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