Client Experience Specialist / FMG

This is a fully remote position, open to applicants in Alabama, +24 more states.

📋 Description

• Engage with clients through phone, live chat, email, and web meetings.

• Respond to client inquiries, issues, and feedback, ensuring follow-up until resolution.

• Grasp client objectives and requirements to provide a smooth experience.

• Establish clear expectations regarding timelines and next steps.

• Handle inbound product and website change requests, including complex configurations.

• Collaborate with internal teams to fulfill complex client requests accurately and punctually.

• Work across departments to ensure a cohesive client experience.

• Attend team meetings to contribute ideas and share client feedback.

• Utilize Google Workspace, Slack, and support platforms effectively.

• Offer insights and client feedback for ongoing process enhancements.

• Leverage AI tools for drafting, research, and refining workflows.

• Report to a Client Experience Team Lead for daily guidance and support.

⛳️ Requirements

• Proven experience in a client-facing role, such as account management, project coordination, or client support.

• Knowledge of CRM and productivity tools; adeptness at quickly learning new systems.

• Ability to work independently in a fully remote setting with strong asynchronous communication skills.

• Access to a private and secure workspace that is free from distractions.

• Availability during the designated work schedule.

• Internet connection with a minimum speed of 5 Megabits down / 3 Megabits up (5mbps/3mbps).

• Superior written and verbal communication skills.

• Detail-oriented and organized, capable of managing multiple client needs simultaneously.

• Proactive in problem-solving.

• Strong skills in follow-up and follow-through.

• Collaborative working approach.

• Capable of handling inquiries and unexpected situations.

• Proficient in Google Workspace, Slack, and general technology tools.

🏝️ Benefits

• Generous paid holiday schedule, including a full week off for the Winter Holiday Shutdown.

• Paid time off that encompasses vacation, sick days, parental leave, and bereavement leave.

• Medical insurance with zero co-pay.

• Telehealth plan available.

• Dental insurance coverage.

• Vision insurance provided.

• Health Savings Account (HSA) with substantial employer contributions.

• Flexible Spending Accounts (FSA) offered.

• Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage.

• Company-sponsored Short & Long Term Disability coverage.

• Company-funded Employee Assistance Program (EAP).

• Matching 401(k) plan with immediate full vesting.

• On Demand Pay with same-day deposit option.

• Internet reimbursement available.

• Gym reimbursement offered.

• Work computer equipment provided.

• Opportunities for in-person and virtual employee events.

• FMG merchandise available.