Client Support Specialist

2 weeks ago

Midvale, Utah, United States FMG Suite Full time
Job OverviewCompany Background

FMG Suite is a leading provider of marketing software tailored for small business owners, particularly in the financial services sector. Our innovative tools empower approximately 40,000 small enterprises to enhance their online presence and effectively communicate with their clients.

We collaborate with our clients to design visually appealing websites, implement automated marketing solutions, and deliver award-winning educational resources. Our primary objective is to facilitate stronger client relationships while minimizing the effort required from business owners.

Work Environment

Founded over a decade ago, FMG Suite has grown to over 300 employees worldwide. We pride ourselves on a dynamic, results-driven culture that promotes a healthy work-life balance. Our emphasis on teamwork and open communication fosters an engaging and enjoyable workplace.

We are dedicated to nurturing talented individuals, supporting their growth both professionally and personally. Our vision is to build a high-performing team, and we invite you to be part of this journey.

Diversity and Inclusion Commitment

At FMG Suite, we champion the acceptance of diverse perspectives and backgrounds. We strive to create an inclusive environment where everyone can contribute uniquely to our mission. Our commitment to diversity fuels innovation, and we continuously seek ways to enhance our practices in this area.

Employee Benefits

FMG Suite aims to be a premier employer by regularly assessing our benefits and compensation packages to ensure they remain competitive.

  • Generous holiday schedule
  • Comprehensive paid time off policies, including vacation, sick leave, parental leave, and bereavement leave.
  • Robust insurance offerings, including:
    • Medical with $0 co-pay Telehealth services
    • Dental and Vision coverage
    • Health Savings Account (HSA) with substantial 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) plan with immediate full vesting
  • Employee Events Committee that organizes engaging in-person and virtual activities
  • On-Demand Pay, allowing access to earned wages prior to the scheduled payday
  • Internet and Gym Reimbursement
  • Provision of necessary work equipment to ensure your success
Role Responsibilities

We are in search of a dedicated and skilled Customer Service Representative to play a pivotal role in our organization. This position is essential for ensuring client satisfaction and will significantly influence how clients view FMG Suite.

The role requires advanced problem-solving abilities and critical thinking skills, distinguishing it from typical entry-level customer service positions. Candidates should be adept at navigating challenging situations and providing innovative solutions.

If you possess a passion for exceptional customer service and excel in dynamic environments, we would be pleased to consider your application.

Compensation Structure
  • Annual salary ranging from $33,000 to $39,000, based on experience and performance, supplemented by monthly incentives.
  • Opportunities for compensation increases as you progress through our service tiers.
Key Responsibilities
  • Assist clients with inquiries regarding FMG Suite products (websites and marketing tools).
  • Deliver accurate and timely customer service via phone and email.
  • Manage complex escalated customer inquiries.
  • Utilize FMG Suite's customer service tools (Hubspot, Aircall, FMG Suite's Advisor Admin, Guru, Slack, Google Docs, etc.) to resolve client issues.
  • Maintain detailed records of customer interactions.
  • Report technical issues to the development team.
  • Collaborate with internal departments to ensure client satisfaction.
  • Provide management with feedback on customer experiences and preferences.
  • Exhibit patience, empathy, and understanding in all communications.
  • Efficiently address a backlog of service tickets with quality information and support.
  • Engage in ongoing training to stay informed about our products, services, and industry trends.
  • Perform additional duties as assigned.
  • Ensure access to a private workspace, free from distractions.
  • Maintain availability during assigned work hours as outlined by the supervisor.
  • Possess an internet connection with minimum speeds of 5 Megabits down / 3 Megabits up.
Qualifications
  • Exceptional verbal and written communication skills.
  • Proactive problem solver with strong critical thinking abilities.
  • Quick learner who adapts well to changing environments.
  • Willingness to seek assistance and ask questions when necessary.
  • Ability to work independently and collaboratively within a team.
  • Genuine passion for delivering outstanding customer service in every interaction.
  • Active listener who collaborates effectively to assist others.
  • Positive and adaptable attitude, even in stressful situations.
  • Self-motivated learner.
  • Proficiency in English, including speaking, understanding, reading, and writing.
  • Typing speed of 50+ words per minute.
  • Prior experience in customer service or a related field is preferred but not mandatory.

FMG Suite is proud to be an equal opportunity employer, providing employment opportunities without regard to 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.

For more information about our company culture and values, please visit our website.

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