• Respond promptly and professionally to customer inquiries via phone, email, chat, or other communication platforms in both languages • Identify customer needs and provide accurate information, solutions, or escalate issues to appropriate departments when necessary • Maintain detailed and accurate records of customer interactions and transactions in the company's CRM system • Collaborate with team members and other departments to resolve complex customer issues and improve service processes • Continuously update knowledge of company products, services, and policies to provide informed assistance

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position will be fully remote within the United States. - Receives, comprehends, provides, and responds to routine informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet. Qualifications - High school diploma with 0 - 2 years experience - Clearance Required: Must be able to acquire an active AOUSC Public Trust Benefits - Employee Assistance Program (EAP) - Corporate Discounts - Learning & Development platform, to include certification preparation content - Training, Education and Certification Assistance* - Referral Bonus Program - Internal Mobility Program - Pet Insurance - Flexible Work Environment Company Description GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer? What You Can Expect If you are selected to move forward through the process, here’s what you can expect: - Virtual video interview conducted via video with the hiring manager and/or team - Camera must be on - A valid photo ID must be presented during each interview During the Hiring Process: - Enhanced Biometrics ID verification screening - Background check, to include: - Criminal history (past 7 years) - Verification of your highest level of education - Verification of your employment history (past 7 years), based on information provided in your application Equal Opportunity Employer We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets. Posted Pay Range The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors. Posted Salary Range USD $17.53 - USD $27.50 /Hr.

The Ideal Candidate As a Bilingual Remote Customer Support Specialist I, you will play a key role in delivering exceptional service to both internal and external customers. You will provide prompt, effective support while utilizing various software applications to resolve inquiries across multiple communication channels. The ideal candidate is a proactive problem-solver with a passion for helping others, strong communication skills, and the ability to remain calm under pressure. Position Benefits - 40% off employee discount at all Genesco retail locations and online. - Advancement opportunities within the first 6 months of employment. - Weekly pay - Dental, Life, Medical, and Vision coverage and insurance. - 401K Contribution program. - Journeys and Genesco Scholarship programs. - Tuition and Student Loan Repayment assistance. - Employee Assistance – Mental Health, Financial Planning, and Legal Advice.  Job Responsibilities:  - Communicate with customers via phone, chat, SMS, and email to provide accurate and timely information on orders, promotions, shipments, product details, and returns.  - Foster strong customer relationships to enhance retention and loyalty.  - Work cross-functionally with internal teams to ensure seamless customer experience.  - Meet individual and team performance metrics, including adherence, handle time, quality assurance, and attendance.  - Serve as a brand ambassador by upholding company values and delivering outstanding service.  - Apply coaching, feedback, and training to enhance performance and customer satisfaction.  - Ensure the security and privacy of customer information.  - Perform additional duties as required to support business operations.  Job Requirements:  - High school diploma or GED.  - 1-2 years of customer service or retail experience preferred.  - Strong verbal, written, and interpersonal communication skills.  - Ability to thrive in a fast-paced, dynamic environment while meeting performance expectations.  - Proficiency in learning and using new software applications.  - Excellent problem-solving and conflict resolution skills.  - Strong attention to detail and ability to multitask effectively.  - Reliable attendance and willingness to work a flexible schedule, including performance-based schedule bidding.  - Fluent in English with strong typing skills (must meet minimum words-per-minute requirement).  - Bilingual proficiency in Spanish.   Work From Home Requirements:  - Workspace: A dedicated, secure, quiet, and distraction-free environment that supports productivity and confidentiality.  - Computer: A desktop or laptop with an SSD, Intel i5/i7 or AMD Ryzen 5/7 processor (4+ cores), and the latest operating system.   - Tablets and Chromebooks are not permitted.  - RAM: Minimum of 16 GB.  - Monitors: Two functional monitors (e.g., a laptop with an external monitor or a dual-monitor desktop setup).  - Headset: USB or USB-C preferred; Bluetooth is acceptable if fully charged during working hours.  - Web Camera: Integrated or external webcam.  - Mouse: External mouse required.  - Cell Phone: Must have Wi-Fi capability and a charger.  - Internet: Wired Ethernet connection only. Public Wi-Fi is not allowed.   - Minimum speed: 50 Mbps download / 5 Mbps upload.  - Recommended speed: 100+ Mbps download / 10+ Mbps upload.   - Test your speed at www.speedtest.net.  - You must pass the official system test at www.networktest.twilio.com using Google Chrome.  - Power: Devices must remain charged at all times to avoid work disruptions.  - Verification: All equipment and internet access are your responsibility and will be verified during onboarding.

What We Do We help Financial Professionals build and grow their business in a variety of different ways. With over 40,000 clients benefiting from our innovative solutions, we are dedicated to transforming their marketing efforts into growth engines. FMG is the leading all-in-one digital marketing platform empowering financial advisors, insurance agents, and enterprises with scalable and compliant marketing solutions designed to drive organic growth. Consistently ranked #1 in market share and customer satisfaction in the T3 Software Survey Report, FMG helps clients stay ahead of evolving trends and effectively implement marketing best practices. Through an intuitive, centralized platform, FMG enables users to efficiently manage websites, email, texting, social media, events, blogs, videos, and more—all in one place. About Our Culture At FMG, we have crafted an extraordinary work environment that perfectly balances hard work with an incredible team spirit. Since our inception over a decade ago, we've grown into a thriving community of 450+ dedicated employees spread across the globe. Our fast-paced, results-driven culture is matched by our commitment to maintaining a healthy work/life balance, ensuring that our team members feel fulfilled both personally and professionally. Collaboration and open, thoughtful communication are at the heart of what we do. Our mission is to invest in motivated, successful individuals, supporting them as they excel both inside and outside of the workplace. We're building a winning team of A+ players, and we invite you to be a part of this amazing journey. At FMG, you'll find an environment that champions growth, celebrates achievements, and fosters a sense of belonging. Join us, and let's create something extraordinary together! 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. As a part-time employee you would be eligible for the following benefits. - Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown. - Paid sick leave - Matching 401(k) with immediate full vesting - On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit - Internet Reimbursement - We’ll provide you with the work computer equipment you need to set you up for success! - Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style! About the Role We are seeking a highly skilled and motivated Customer Service Representative to join our team. This role is critical to the success of our company, serving as the primary point of contact for our clients. The impression you create and the service you provide will shape how clients perceive FMG. This position requires a higher level of problem-solving and critical thinking skills than typical entry-level customer service roles. It’s not your typical customer service position. At FMG, we are looking for individuals who are natural problem solvers and can think critically under pressure. The role demands a high level of dedication and resilience, as you will encounter challenging situations that require innovative solutions. Here you will have the opportunity to make a significant impact on our clients' experiences and grow your skills in a dynamic, supportive environment. If you are a skilled puzzle solver who thrives in a challenging and dynamic environment, and you are passionate about delivering exceptional customer service, we would love to hear from you. Join FMG and help us continue to set the standard for excellence in customer service. We look forward to welcoming you to our team! Compensation This position offers $15-$17/per hour depending on experience. Compensation increases are typically given multiple times throughout the year as a Customer Service Representative is promoted through our service tiers Primary Responsibilities & Expectations - Assist customers who have questions on FMG products (websites and marketing). - Provide accurate and timely customer service by phone and email. - Handle complex escalated inquiries from customers. - Work with FMG’s Customer Service tools (Hubspot, Aircall, FMG Suite’s Advisor Admin, Guru, Slack, Google Docs, etc.) to resolve customer issues. - Record and maintain detailed notes about interactions with customers. - Report bugs and other issues on platforms to developers. - Collaborate and coordinate with internal departments to ensure client satisfaction. - Provide feedback to management on customer experience and customer likes/dislikes about FMG’s products. - Exercise patience, empathy, and understanding on every call and every email. - Efficiently solve a ticket backlog with quality information and service. - Participate in ongoing training to stay current with our products, services, and industry developments. - All other duties as assigned - 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 - Excellent communication skills, both verbal and written. - A proactive problem solver with outstanding critical thinking skills. - Ability to learn quickly and adapt to changing environments. - Willing to dig for the right answer, and ask questions when you need help. - Ability to work proactively individually and in a team environment. - Have a true passion for 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. - A self-directed learner. - Proficiency and fluency in speaking, understanding, reading, and writing English. - Must be able to type 50+ words per minute - Prior experience in customer service or a related field is preferred but not required. 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 inclusion in our employees, services, and products, as well as in the communities in which we live and work. We are 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 peopleteam@fmgsuite.com. You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/