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, especially in the financial services sector. Our innovative tools empower approximately 40,000 small enterprises to create engaging websites and distribute valuable content effectively. These businesses often lack dedicated marketing teams but are eager to enhance their visibility and client relationships.

Work Environment

Founded over a decade ago, FMG Suite has expanded to over 300 employees worldwide. We pride ourselves on a dynamic, results-driven culture that promotes a healthy work-life balance. Collaboration and open communication are at the heart of our operations, ensuring that work is both stimulating and enjoyable.

Diversity and Inclusion Commitment

At FMG Suite, we are dedicated to fostering an inclusive environment that celebrates diversity. We believe that a diverse workforce drives innovation and enhances our ability to serve our clients and communities effectively.

Employee Benefits

We strive to be a premier employer by continually assessing our benefits and compensation packages to provide our employees with competitive offerings.

  • Generous holiday schedule
  • Comprehensive paid time off policies, including vacation and sick leave
  • Robust insurance plans, including:
    • Medical with $0 co-pay Telehealth
    • Dental and Vision coverage
    • Health Savings Account (HSA) with employer contributions
    • Flexible Spending Accounts (FSA)
    • Company-paid Life and Disability Insurance
  • Matching 401(k) with immediate vesting
  • Employee Events Committee for fun activities
  • On-Demand Pay for early access to earned wages
  • Internet and Gym Reimbursement
  • Provision of work equipment to ensure success
Role Description

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 maintaining our client relationships, as you will be the primary point of contact for our customers. Your ability to provide exceptional service will significantly influence their perception of FMG Suite.

This role requires advanced problem-solving and critical thinking skills, surpassing typical entry-level customer service expectations. We seek individuals who excel in high-pressure situations and can devise innovative solutions to complex challenges. Your contributions will directly enhance our clients' experiences while allowing you to develop your skills in a supportive and dynamic environment.

If you possess a passion for delivering outstanding customer service and thrive in a challenging atmosphere, we encourage you to consider this opportunity.

Compensation Structure
  • Annual salary ranging from $33,000 to $39,000, based on experience and performance, supplemented by monthly incentives
  • Opportunities for salary increases as you progress through service tiers
Key Responsibilities
  • Assist clients with inquiries regarding FMG Suite products
  • Deliver timely and accurate customer service via phone and email
  • Manage complex escalated customer issues
  • Utilize customer service tools to resolve client concerns
  • Document interactions with clients thoroughly
  • Report technical issues to the development team
  • Collaborate with internal teams to ensure client satisfaction
  • Provide management with feedback on customer experiences
  • Exhibit patience and empathy in all communications
  • Efficiently address ticket backlogs with quality service
  • Engage in ongoing training to stay updated on products and industry trends
  • Fulfill additional duties as assigned
  • Maintain a distraction-free workspace
  • Ensure availability during assigned work hours
  • Possess a reliable internet connection
Qualifications
  • Exceptional verbal and written communication skills
  • Proactive problem solver with strong critical thinking abilities
  • Quick learner who adapts to changing environments
  • Willingness to seek assistance when needed
  • Ability to work independently and collaboratively
  • Genuine passion for providing excellent customer service
  • Attentive listener who collaborates effectively
  • Positive and adaptable attitude, even under stress
  • Self-motivated learner
  • Proficient in English, both spoken and written
  • Typing speed of 50+ words per minute
  • Prior customer service experience is preferred but not mandatory

FMG Suite is an equal opportunity employer, committed to providing employment opportunities without regard to sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information.

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