Overview
Customer Service Representative Jobs in Remote at FinMC LLC
About FinMC
FinMC is a financial publishing company focused on retail trading education; an ever-changing, exciting and fast-paced environment. We deliver proprietary financial products and compelling content to our growing subscriber base through various marketing channels and specialize in options trading programs that offer trade alert services from a variety of trade experts.
We provide an array of educational investment services and products that will help you navigate the markets and become a better investor. Trading is made simple through our online forum full of trading techniques to give you the best tools to kick-start your investing journey. Our team is dedicated to providing top-notch customer care and identifying opportunities that align with our customers’ needs.
We are a collective team of ~85 employees working in a hybrid environment between “at home” and in our HQ office located near Jacksonville, FL. We’re committed to delivering excellence to our diverse subscriber base and thrive in a relaxed yet results-oriented culture.
If you are an empathetic, positive, and customer-focused individual who enjoys helping people while identifying opportunities, we encourage you to apply. As a Customer Service Representative at FinMC, you will play a pivotal role in delivering exceptional service and contributing to our customers’ financial success.
Job Description
We are seeking a motivated individual to join our Customer Care team. We are looking for a customer service representative who understands the paramount importance of customer satisfaction in our business. In addition to addressing customer inquiries received via phone and email, this role involves identifying additional opportunities and services that cater to our customer’s needs. To thrive in this role, the ideal candidate should possess the following qualities and skills:
Customer-Centric: The ability to prioritize and understand that our customers are at the heart of our business.
Strong Communication: Excellent verbal and written communication skills to effectively interact with customers and address their inquiries.
Problem Solving: The capacity to analyze issues and provide effective solutions, ensuring customer satisfaction.
Sales-Minded: The aptitude to recognize sales opportunities among our existing customer base and recommend suitable products and services.
Positive Attitude: A positive and proactive mindset, coupled with a genuine enjoyment of engaging with people.
Join our team and be part of a creative and dynamic environment where your talent and skills will make a significant and immediate impact. Please submit your resume and cover letter detailing your relevant experience and why you believe you are the right fit for this position to [[email protected] & [email protected]]. We look forward to reviewing your application!
Core Responsibilities:
Handle Customer Tickets: Efficiently address customer inquiries and resolve issues through email communication.
Handling Customer Calls: Engage with customers via phone calls, providing them with exceptional service and assistance.
De-Escalate Customer Concerns: Skillfully manage and de-escalate customer concerns and refund requests, aiming for swift resolution.
Sales Opportunities: Actively identify sales opportunities within our existing customer base, ensuring that their financial needs are met.
Product Knowledge: Continuously learn and stay updated on our products and services, enabling you to provide informed assistance to customers.
Requirements:
Previous customer service experience is a plus!
Proficiency in using customer service software and tools.
Ability to manage a high volume of customer interactions, both via email and phone.
Strong attention to detail and solution-driven mentality using creative problem solving.
Empathy and a genuine concern for customer satisfaction with a customer-obsessed focus.
Strong attention to detail, with excellent organizational and time management skills.
Excellent communication skills and the ability to work collaboratively in a team environment.
Flexibility to adapt to changing priorities and tight deadlines.
Must be able to work independently in a remote environment, especially to self-check work and troubleshoot any issues
Ability to multitask in a deadline-driven environment
Ability to work in a very fast-paced and constantly changing environment
Knowledge of finance, trading and direct response publishing a plus (not required)
What to Expect – Initial 30 Days:
This four-week onboarding plan provides a structured and comprehensive approach to preparing Customer Service Representatives for their roles at FinMC. It combines learning about the company, customer service tools, compliance, product knowledge, and practical experience to ensure that new hires are well-prepared to deliver exceptional service and support to customers while working remotely.
Week 1:
Company overview
Introduction to FinMC’s mission, values, and culture.
Overview of the financial publishing industry and the company’s role within it.
Meet and greet with key team members, including colleagues from various departments.
Customer journey
Comprehensive training on the customer’s journey, from initial contact to issue resolution.
Overview of the various touchpoints customers may interact with, including website, email, phone, and social media.
Role-playing exercises to understand how to engage with customers at each touchpoint.
Listen and learn
Review and listen to recorded customer service calls.
Identify best practices and examples of effective customer interactions.
Gain insight into common customer inquiries and concerns.
Week 2:
Software training
In-depth training on the customer service software and tools used at FinMC.
Hands-on practice with InfusionSoft for customer relationship management and Five9 for phone communication.
Troubleshooting and technical support for any software-related questions.Compliance 101
Understand the regulatory compliance requirements in the financial publishing industry.Training on how to handle sensitive customer information securely and in accordance with data protection laws.Review of the company’s compliance policies and procedures.Reference material
Familiarization with quick reference guides that provide step-by-step instructions for common customer inquiries.
Access to comprehensive how-to guides for using customer service software effectively.
Practice scenarios based on these guides to build confidence in handling customer issues.
Role-playing exercises to understand how to engage with customers at each touchpoint.
Week 3:
Experts/Products Pricing
Introduction to the various experts and products offered by FinMC.
Understanding the pricing structures and subscription models for these products.
Training on how to communicate product features, benefits, and pricing options to customers.Trading Boot Camp
In-depth training on trading principles and strategies.Learn how to explain trading concepts and terminology to customers.Simulated trading exercises to develop a practical understanding of trading processes.Stock Trading Glossary
Study and become familiar with a comprehensive stock trading glossary.
Practice using stock trading terminology in written and verbal communications.
Role-playing exercises to ensure proficiency in explaining stock trading concepts.Options Glossary
Comprehensive training on options trading terminology.
Practice scenarios to effectively communicate options-related concepts to customers.
Role-playing to handle customer inquiries related to options trading.
Week 4:
Start Handling Tickets Solo and Phone Calls Once Ready
Gradually transition into handling customer inquiries and tickets independently.
Supervised interaction with customers to ensure confidence and competence.
Progressively increase the complexity of issues handled.
What to Expect – Recruiting Process:
Step 1: Apply to job posting with resume and cover letter (via Indeed or email [email protected]/[email protected] to include your resume and a cover letter detailing your relevant experience and why you believe you are the right fit for this position; we will vet resumes to ensure all qualifications are met within 24-48 hours upon receipt)
Step 2: Prescreen with Company Exec or member from HR (15-30 mins)
Step 3: Initial interview with Customer Service Manager and/or Director to vet candidates (30-45 mins)
Step 4: Complete “test” task: we will provide you with an assignment with a deliverable, if applicable (24 hours turnaround)
Step 5: Final interview, if applicable (45-60 mins)
NOTE: We are looking to hire a few people for this role ASAP.
Benefits
Healthcare
401K eligibility w/ match program
Paid Time Off (PTO) days & Paid Holidays
Format
Job Type: Full-Time
Location: Ponte Vedra, FL
Pay: $35k + growth opportunities
Start Date: ASAP
Job Type: Full-time
Pay: From $35,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Paid time off
Parental leave
Vision insurance
Shift:
8 hour shift
Day shift
Work Location: Remote
Show more
Title: Customer Service Representative
Company: FinMC LLC
Location: Remote
