Customer Service Representative (Remote)
Company: FMG Suite
Posted on: January 16, 2022
Remote friendly position!
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
At FMG Suite, 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
Competitive compensation, and a chance to earn incentives
Optional Alternate 9-80 Work Schedule - with every other Friday
Robust Insurance Plan including company-paid Life, Short Term
Disability, Long Term Disability and Employee Assistance
Matching 401(k) with immediate full vesting
Generous paid Holiday and Vacation schedule - starting day one
Paid Parental Leave
Focused on everything you need to start a career, and not just
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
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.
Hourly Pay Range: $15 + Monthly Incentives
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
Handle complex and high-level, escalated inquiries from
Work with FMG's Customer Service tools (Salesforce, FMG Suite's
Advisor Admin, 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
Efficiently solve tickets with quality information and service.
Work with our development team to complete custom coding requests
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
Ability to work well individually and in a team environment.
Offers exceptional customer service with every interaction,
actively seeking opportunities to give positive, memorable
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.
Required Education And Experience
High School Diploma
Proficiency and fluency in speaking, understanding, reading, and
Must be able to type 50+ words per minute
FMG Suite 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,
You can find out more about what it's like to work at FMG Suite by
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Keywords: FMG Suite, Raleigh , Customer Service Representative (Remote), Sales , Raleigh, North Carolina
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