We’re a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. About 40,000 small businesses use our tools to build websites and send out our content. Generally, these businesses don’t have marketing departments but are growth-minded enough to know they need to market themselves.
We help them do just that. We work together to create beautiful website designs, automated marketing tools, and award-winning educational content for them. The end goal is to help them build better relationships with their clients with less hands-on effort.
About Our Culture
FMG started over a decade ago and now has 300+ (and growing!) employees spread out across the globe. We embrace a fast-paced, results-oriented culture, and focus on a healthy work/life balance. We value collaboration and open, thoughtful communication. We believe work should be both engaging and challenging, mixed with a good sense of humor.
Our goal is to invest in motivated, successful individuals and watch them succeed both inside and outside of work. We’re building a winning team of A+ players and we hope you’ll be next to join us.
Our Commitment to Diversity, Equity, and Inclusion
At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work.
Our Employee Benefits
FMG strives to be a top-tier employer. We continually evaluate our benefits and total compensation packages to ensure we offer our employees the most competitive package we can provide.
Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave
Robust Insurance Plan including:
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
Employee Events Committee that plans fun in-person and virtual events
On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
Internet & Gym Reimbursement!
Work computer equipment is provided to help you succeed :)
About The Role
When you are awesome, you will get awesome right back working at FMG - that means an outstanding team culture, amazing coworkers, great benefits, and more. At FMG we are looking for passionate people who love a challenge, and don’t back down when hearing the word, “no”.
We believe that we have the best SaaS product in the world for our customers, and as a Solutions Specialist, you will be responsible for taking phone calls and responding to emails from customers that indicate their desire to cancel or downgrade their accounts. The goal of the Solution Specialist will be to understand why the customer is requesting to change their subscription and to provide value statements, products, or upgrading services that would entice the customer to maintain their current monthly subscription. Also, there will be times when you will need to assist with Customer Support questions and escalations.
Compensation This position offers $15.50/per hours plus strong benefits package.
Essential Behaviors/Characteristics
A great communicator, written and verbal
A proactive problem solver. Someone willing to look for the answer as well as ask questions
Ability to work well individually and in a team environment
Offers 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
Self-directed learner
Primary Responsibilities & Expectations
Take incoming and outbound calls or emails for cancellations or downgrades
Ask probing questions to understand the customer's technology and marketing needs.
Provide thorough notes on cancellation reasons, retention strategy, and any other services mutually agreed upon
Proactively offer retention options to the customer from a list of previously determined choices to prevent attrition or churn
Handle product changes for the customer and coordinate the processing, communication, and implementation of all account changes, including changes related to customer requests and customizations
Manage all customer interactions via inbound phone, online chat, email and written correspondence and follow-up on all opportunities with client records and data in HubSpot
Identify opportunities for the sales team to expand revenue
Assist customers who have questions on FMG's products websites and marketing.
Provide accurate and timely customer service by phone, chat, and email
Handle complex and high-level, escalated inquiries from customers. Work with FMG’s Customer Service tools (HubSpot, FMG Suite’s Advisor Admin, Google Docs, etc.) to resolve customer issues and set up customer appointments
Record detailed notes about interactions with customers
Report bugs and other issues on platforms to developers
Prepare and update customer activity reports as needed
Communicate and coordinate with internal departments
Provide feedback to management on customer experience and customer likes/dislikes about FMG’s products
Exercise patience and understanding when a client is frustrated
Efficiently solve tickets with quality information and service
Work with our development team to complete custom coding requests from clients
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)
Skills And Qualifications
Strong sales and closing skills and the ability to overcome objections
Proficiency and fluency in speaking, understanding, reading, and writing English
Computer proficiency within a Google Workplace environment
Sales and Service Experience in a service-oriented or contact center environment
FMG is proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information. If you require accommodation to complete the application or interview process, please contact .
You can find out more about what it’s like to work at FMG, by visiting
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Seniority level
Entry level
Employment type
Full-time
Job function
Sales and Business Development
Industries
Internet Publishing
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