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 advisory and insurance sectors. 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 produce award-winning educational resources. Our mission is to facilitate stronger client relationships with minimal effort.

Work Environment

Founded over a decade ago, FMG Suite has expanded to over 300 employees globally. We pride ourselves on a dynamic, results-driven culture that emphasizes a healthy work-life balance. Our team thrives on collaboration and open communication, believing that work should be both fulfilling and enjoyable.

We are committed to nurturing talented individuals, fostering their growth both professionally and personally. Our aim is to build a team of high achievers who are eager to contribute to our success.

Diversity and Inclusion Commitment

At FMG Suite, we champion the acceptance of diverse perspectives and backgrounds. We strive to create an inclusive environment where every employee can contribute uniquely to our mission. We recognize that diversity fuels innovation and continuously seek ways to enhance our commitment to inclusivity within our workforce and the communities we serve.

Employee Benefits

FMG Suite is dedicated to being a premier employer, regularly assessing our benefits and compensation packages to ensure they are competitive and comprehensive.

  • Generous holiday schedule
  • Comprehensive paid time off, including vacation, sick leave, parental leave, and bereavement leave.
  • Robust insurance offerings, including:
    • Medical coverage with a $0 co-pay Telehealth option
    • Dental and vision plans
    • Health Savings Account (HSA) with substantial employer contributions
    • Flexible Spending Accounts (FSA)
    • Company-paid life insurance and accidental death & dismemberment coverage
    • Short and long-term disability coverage
    • 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 before payday
  • Reimbursement for internet and gym expenses
  • Provision of necessary work equipment to ensure success
Role Summary

We are in search of a dedicated and skilled Customer Service Representative to enhance our client support team. This pivotal role serves as the primary liaison for our clients, significantly influencing their perception of FMG Suite. The position requires advanced problem-solving abilities and critical thinking skills, distinguishing it from typical entry-level customer service roles.

At FMG Suite, we value individuals who are adept at resolving issues and can maintain composure under pressure. The role demands commitment and resilience, as you will face complex situations requiring innovative solutions. This is an opportunity to make a meaningful impact on client experiences while developing your skills in a supportive and dynamic setting.

If you possess a passion for exceptional customer service and thrive in a challenging environment, 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 compensation increases as you progress through service tiers.
Key Responsibilities
  • Assist clients with inquiries regarding FMG Suite products.
  • Deliver accurate and timely customer service via phone and email.
  • Manage complex escalated customer inquiries.
  • Utilize FMG Suite's customer service tools to resolve client issues.
  • Document and maintain detailed records of customer interactions.
  • Report technical issues to the development team.
  • Collaborate with internal departments to ensure client satisfaction.
  • Provide feedback on customer experiences and product preferences.
  • Exhibit patience, empathy, and understanding in all communications.
  • Efficiently manage a backlog of service tickets with quality information.
  • Engage in ongoing training to stay updated on products and industry trends.
  • Perform additional duties as assigned.
  • Maintain a private and distraction-free workspace.
  • Be accessible during assigned work hours for regular responsibilities.
  • Ensure a reliable internet connection meeting specified speed requirements.
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 and ask questions when necessary.
  • Ability to work independently and collaboratively within a team.
  • Genuine passion for delivering outstanding customer service.
  • Active listener who collaborates effectively to assist others.
  • Positive and adaptable attitude, even in stressful situations.
  • Self-motivated learner.
  • Proficiency in English, both written and spoken.
  • 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, committed to providing employment opportunities regardless of various personal characteristics. We welcome applications from all qualified individuals.

For more information about our workplace culture, please visit our website.

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