Client Experience Specialist (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 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 :)

Before you Apply

FMG (Agency Revolution) is a fast-growing, location-independent company. This means that you are not required to report to an office each day, but rather work remotely from the location(s) of your choice.

However, ideal candidates for this role must still be within a 60 minute drive to the Lehigh Valley, PA, area since we do have team days and other in-person events on a regular basis.  
Must be able to work a regular schedule of 8:00 am to 6:00 pm EST each day.

Also, please be sure that you include a cover letter or note showing why you’re interested in this role and how your experience matches the hiring criteria for this open position. 

Compensation This position pays $45,000-$50,000 based on your experience level and expertise.

About the Role

As a Client Experience Specialist, you will drive our clients’ long-term success, happiness, and overall experience using our client engagement tool, Fuse. 

Given the dynamic and unpredictable nature of client requests, you must be able to juggle multiple tasks at the same time, while setting expectations for yourself and our clients.

Having the magical combination of technical aptitude, strong communication skills, and critical thinking is a must, as the role will involve supporting both clients and internal teams. Ultimately, your job is to maintain Agency Revolution's reputation and the client experience we’re known for through education, technical troubleshooting, and collaboration.

If you are a proactive person who loves technology and thrives on solving problems, managing priorities, and collaboration, this may be the role for you.

Primary Responsibilities & Expectations

• Serve as product expert by answering client questions, sharing best practices, making recommendations, and collaborating on client resources.
• Coordinate/perform inbound product change requests ranging from simple settings/user updates to more complex campaign creation, segmenting, and other related updates.
• Promptly address client inquiries, issues, and/or feedback and provide proper follow-up to ensure client satisfaction.
• Proactively communicate with clients and the internal team via phone, email, and web meetings to ensure expectations are met and exceeded.
• Work closely with Client Experience Coordinators to understand client and company goals.
• Leverage client feedback and requests to assist in developing new ideas for product tools and features to enhance the client experience. 
• Collaborate with various departments to create a consistent and positive client experience.
• Participate in ongoing team meetings to review ideas, feedback, and related activity.
• Serve as overflow frontline support when the need arises.
• Leverage our full suite of cutting-edge tools and apps, including Google G-Suite, Slack, and others.
• Perform any other duties or responsibilities as assigned by the Department Manager.
• 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

• Exceptional written and verbal communication skills.
• Marketing agency and/or experience working with clients.
• Experience working with insurance agencies or insurance agency management systems is a plus but not required.
• Must be detail oriented, organized, and able to juggle multiple priorities with grace.
• Must be self-motivated and able to function independently and within a team structure.
• Must have strong writing skills (we send a lot of messages to our customers). 
• Ability to manage expectations, set schedules, and ensure deliverables are on track as agreed to.
• Comfortable brainstorming and offering creative solutions to challenges big and small.
• Must be quick "on your feet" and able to field questions and challenges as they happen.
• Must have excellent follow-up and follow-through skills.
• Experience working with Google G-Suite and other online tools is desired. The ability to quickly learn these and other tools is more important, however

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/