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FMG · 23 hours ago

Customer Service Representative (Remote)

United States

Full-time

Remote

New Grad, Entry Level

$33K/yr - $39K/yr

FMG is a leading digital marketing platform dedicated to empowering financial professionals with innovative solutions. The Customer Service Representative will serve as the primary point of contact for clients, providing exceptional service and problem-solving support in a dynamic environment.

AdvertisingInsuranceInsurTechMarketing

Culture & Values

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

Access to a private & secure workspace, free from distractions

Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor

An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Qualification

Customer service experienceCritical thinkingProblem solvingCommunication skillsAdaptabilitySelf-directed learnerTyping speedEmpathyListening skillsTeamworkPositive attitude

Required

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

Access to a private & secure workspace, free from distractions

Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor

An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Preferred

Prior experience in customer service or a related field

Benefits

Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown

Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave

Our robust insurance plan includes:

$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

On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit

Internet & Gym Reimbursement!

We’ll provide you with the work computer equipment you need to set you up for success!

Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style!

Company

FMG

From day one, we’ve been dedicated to helping financial advisors build their businesses, expand their influence, and strengthen relationships with customers.

Founded in 2011