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Customer Support Representative πŸ”₯


Remote friendly position!

Company Description

Agency Revolution, an FMG Suite Company, offers a comprehensive Marketing Automation System dedicated to the insurance industry. We work with independent insurance agencies to help them grow their business and stay relevant in the digital era. We've been around for over 20 years and we have one of the strongest reputations in the industry. We're committed to transforming the lives and businesses of our clients. Agency Revolution, an FMG Suite Company, is a perfect environment for those who like to work hard and play hard. Whatever it is, you'll find a group of happy people doing amazing things for insurance agents across the world!

Benefits:

  • Competitive compensation, and a chance to earn incentives
  • Robust Insurance Plan including company-paid Life, Short Term Disability, Long Term Disability and Employee Assistance Plan(s)
  • Matching 401(k) with immediate full vesting
  • Generous paid Holiday and Vacation schedule - starting day one
  • Optional Alternate 9-80 Work Schedule – with every other Friday off
  • Focused on everything you need to start a career, and not just another job

Summary

The Customer Service Representative (CSR) role is the front face of our company. As a CSR, you will be communicating with clients on a daily basis. You will spend most of your time on the phone helping clients with multiple requests from making simple website edits to troubleshooting complex technical issues. You will also be following up and communicating with clients via email to resolve support tickets/cases. If you are a proactive person looking to solve problems and help customers, this may be the role for you.

Overview:

  • Interact with Agency Revolution customers to provide product and service information about their website and marketing software.
  • Resolve product and service problems with high independence, but collaborative team efforts.
  • Provide support over phone, chat, and emails.
  • Ensure all work is complete for your backlog of cases.

Job Functions and Responsibilities:

  • Assist customers who have questions about Agency Revolution, an FMG Suite Company, marketing platform products.
  • Provide accurate and timely customer service by phone, chat, and email.
  • Handle complex and high-level, escalated inquiries from customers.
  • Work with Agency Revolution's Customer Service tools (Salesforce, Fuse Marketing Platform, JIRA, Google Docs, Goto Meeting, 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 Agency Revolution'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

Essential Behaviors and 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.

Required Education and Experience

  • High School Diploma
  • Proficiency and fluency in speaking, understanding, reading, and writing English.
  • Must be able to type 50+ words per minute
  • Research the agencyrevolution.com website

Job Type: This is a Full-time, remote position

Pay: $14.50 - $17 per hour depending on experience. Plus monthly incentives if all metrics are met!

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

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