FMG is hiring a
Customer Service Representative

Summary

The job is for a Customer Service Representative in a marketing software company. The role involves assisting customers with questions about the company's products, providing accurate customer service, handling complex escalated inquiries, using various tools to resolve issues, maintaining detailed notes, reporting bugs, collaborating with internal departments, and participating in ongoing training. The compensation ranges from $33,000 to $39,000 depending on experience and performance.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Prior experience in customer service or a related field is preferred but not required

Benefits

• 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 :)