Solutions Specialist (Remote) Jobs

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.

• Work computer equipment is provided to help you succeed :)
• Vision
• Medical with $0 co-pay Telehealth plan
• Internet & Gym Reimbursement!
• Health Savings Account (HSA) with generous employer contributions
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Company-paid Short & Long Term Disability coverage
• Matching 401(k) with immediate full vesting
• Optional Alternate 9-80 Work Schedule – with every other Friday off
• Company-paid Employee Assistance Program (EAP)
• Robust Insurance Plan including:
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
• Dental
• Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
• Flexible Spending Accounts (FSA)
• Employee Events Committee that plans fun in-person and virtual events

About The Role

When you are awesome, you will get awesome right back working at FMG - that means an outstanding team culture, amazing coworkers, great benefits, and more. At FMG 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 or downgrade their accounts. The goal of the Solution Specialist will be to understand why the customer is requesting to change their subscription and to provide value statements, products, or upgrading services that would entice the customer to maintain their current monthly subscription. Also, there will be times when you will need to assist with Customer Support questions and escalations.

Compensation Information:

• Hourly Pay Range: $15.50 + Strong compensation package and potential to earn commission

Primary Responsibilities & Expectations

• Report bugs and other issues on platforms to developers.
• Communicate and coordinate with internal departments.
• Ask probing questions to understand the customer's technology and marketing needs.
• All other duties as assigned
• Exercise patience and understanding when a client is frustrated.
• Proactively offer retention options to the customer from a list of previously determined choices to prevent attrition or churn.
• Work with our development team to complete custom coding requests from clients.
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• Assist customers who have questions on FMG's products websites and marketing.
• Work with FMG’s Customer Service tools (Salesforce, FMG Suite’s Advisor Admin, Google Docs, etc.) to resolve customer issues and set up customer appointments
• Take incoming and outbound calls or emails for cancellations or downgrades.
• Provide accurate and timely customer service by phone, chat, and email.
• Provide thorough notes on cancellation reasons, retention strategy, and any other services mutually agreed upon.
• Handle complex and high-level, escalated inquiries from customers.
• 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.
• Identify opportunities for the sales team to expand revenue.
• Prepare and update customer activity reports as needed.
• Access to a private & secure workspace, free from distractions
• Record detailed notes about interactions with customers.
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)
• 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.
• Efficiently solve tickets with quality information and service.
• Provide feedback to management on customer experience and customer likes/dislikes about FMG’s products.

Skills And Qualifications

• Proficiency and fluency in speaking, understanding, reading, and writing English.
• Exhibits a caring, positive, and cheerful attitude; is adaptable, positive and supportive, even during stressful situations.
• Strong sales and closing skills and the ability to overcome objections
• A proactive problem solver. Someone willing to look for the answer as well as ask questions.
• 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.
• Ability to work well individually and in a team environment.
• Computer proficiency within a Google Workplace environment
• A great communicator, written and verbal.
• Sales and Service Experience in a service-oriented or contact center environment
• Self-directed learner.

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 .

You can find out more about what it’s like to work at FMG, by visiting

Powered by JazzHR

uBnI0oRgdN