Solutions Representative (Remote)

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 10 years 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 (DEI)

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.

• Optional Alternate 9-80 Work Schedule – with every other Friday off
• 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
• 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 Suite - that means an outstanding team culture, amazing coworkers, great benefits, and more. At FMG Suite 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 their accounts. The goal of the Solution Specialist will be to understand why the customer is requesting to cancel their account and to provide value statements, products, or upgrading services that would entice the customer to maintain their monthly subscription. Also, there will be times that you will need to assist with Customer Support questions and escalations.

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 Salesforce.
• Identify opportunities for the sales team to expand revenue.
• Assist customers who have questions on FMG Suite’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..
• 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.
• 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)
• All other duties as assigned

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 peopleteam@fmgsuite.com.

You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/

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