Remote Customer Service Representative

Summary

Join FMG and help us continue to set the standard for excellence in customer service. We are seeking a highly skilled and motivated Customer Service Representative to join our team.

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
• All other duties as assigned

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 :)