Job description
What We Do
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
The FMG DIFM Concierge is a creative and resourceful individual who provides support to customers and ensures an exceptional customer experience. This individual will have intimate knowledge of the FMG services and products and will guide customers in executing marketing strategies utilizing FMG’s products and tools. Your ability to deliver an exceptional customer experience through all your interactions with customers will be vital to your success.
Compensation This position offers $19-$22/per hour depending on experience and qualifications.
Primary Responsibilities & Expectations
Industry and Product Knowledge
- Provide ongoing support to customers and staff
- Provide knowledge of FMG products and services
- Provide basic understanding of compliance relationships through FMG
- Provide basic knowledge of all departments’ processes and procedures
Account Management
- Primary account management while providing the highest level of ongoing support to customers who have purchased our highest level of service.
- Provide specific advice to customers to help them identify and resolve challenges, and continuously move their marketing forward.
- Respond to customer inquiries and requests for assistance by telephone or email.
- Keep records of customer interactions, details of inquiries, comments and complaints.
- Promptly respond to customers’ concerns and provide solutions.
- Proactively manage personal workload and readily communicate the need for additional support to lead or manager.
- Understand client goals and provide suggestions based on account history and current needs.
- Educate customers in leveraging the marketing tools within the FMG Dashboard to include client/prospect segmentation.
- You will share and review a monthly content calendar and a marketing strategy created by our industry thought leaders with each of your customers within your book of business.
- Assist with calendar execution and ticket work as needed.
- 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)
You can learn more about the Do It For Me Marketing Program at https://fmgsuite.com/legal/service-attachment-for-fmg-s-do-it-for-me-difmmarketing-service/
Skills and Qualifications
- At least 2 years of experience in Customer Service
- Account Management experience is a plus
- Excellent written and verbal communication skills
- Strong sense of customer care and putting customers first
- Ability to work as part of a team
- Openness to feedback
- Ability to apply critical thinking to challenging situations
- Ability to overcome difficult conversations
- Technical skills (proficient at using a computer and learning new software)
- Ability to adapt to changes/updates in SOPs or technology
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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 [email protected].
You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/
