Customer Service Representative (Remote)

FMG Suite•Sandy, UT

15d•$33,000 - $39,000•Remote

About The Position

We are seeking a highly skilled and motivated Customer Service Representative to join our team. This role is critical to the success of our company, serving as the primary point of contact for our clients. The impression you create and the service you provide will shape how clients perceive FMG. This position requires a higher level of problem-solving and critical thinking skills than typical entry-level customer service roles. It’s not your typical customer service position. At FMG, we are looking for individuals who are natural problem solvers and can think critically under pressure. The role demands a high level of dedication and resilience, as you will encounter challenging situations that require innovative solutions. Here you will have the opportunity to make a significant impact on our clients' experiences and grow your skills in a dynamic, supportive environment. If you are a skilled puzzle solver who thrives in a challenging and dynamic environment, and you are passionate about delivering exceptional customer service, we would love to hear from you. Join FMG and help us continue to set the standard for excellence in customer service. We look forward to welcoming you to our team!

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

Nice To Haves

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

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)

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.
Medical with $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!