DIFM Concierge

Summary

Join FMG as a DIFM Concierge and provide exceptional customer support, leveraging your knowledge of FMG products and services to guide clients in executing effective marketing strategies. You will be the primary account manager for high-level service customers, offering tailored advice and resolving challenges. This role demands excellent communication, problem-solving, and technical skills, along with a strong customer-centric approach. The position offers a competitive hourly rate ($19-$22/hour) and a comprehensive benefits package, including robust insurance, paid time off, and a 401k match. You will work in a collaborative and supportive environment with a focus on work-life balance. The ideal candidate possesses at least two years of customer service experience and a proven ability to build strong client relationships.

Requirements

• At least 2 years of experience in Customer Service Account Management experience is a plus
• Excellent written and verbal communication skills
• Strong sense of customer care and putting customers first
• Ability to work as part of a team
• Openness to feedback
• Ability to apply critical thinking to challenging situations
• Ability to overcome difficult conversations
• Technical skills (proficient at using a computer and learning new software)
• Ability to adapt to changes/updates in SOPs or technology

Responsibilities

• Provide ongoing support to customers and staff
• Provide knowledge of FMG products and services
• Provide basic understanding of compliance relationships through FMG
• Provide basic knowledge of all departments’ processes and procedures
• Primary account management while providing the highest level of ongoing support to customers who have purchased our highest level of service
• Provide specific advice to customers to help them identify and resolve challenges, and continuously move their marketing forward
• Respond to customer inquiries and requests for assistance by telephone or email
• Keep records of customer interactions, details of inquiries, comments and complaints
• Promptly respond to customers’ concerns and provide solutions
• Proactively manage personal workload and readily communicate the need for additional support to lead or manager
• Understand client goals and provide suggestions based on account history and current needs
• Educate customers in leveraging the marketing tools within the FMG Dashboard to include client/prospect segmentation
• You will share and review a monthly content calendar and a marketing strategy created by our industry thought leaders with each of your customers within your book of business
• Assist with calendar execution and ticket work as needed

Benefits

• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
• 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 :)