Customer Service Representative (Remote)

FMG Suite is a leading all-in-one digital marketing platform empowering financial professionals. They are seeking a highly skilled and motivated Customer Service Representative to serve as the primary point of contact for clients, requiring problem-solving and critical thinking skills to enhance customer experiences.

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)

Requirements:

• 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)
• Prior experience in customer service or a related field is preferred but not required