Remote Customer Success Representative - UPPER MIDWEST

Forum Communications Company•Fargo, ND

5d•Remote

About The Position

The Team Forum Communications Company is a family owned media and technology company that has been bringing trustworthy, quality journalism and business solutions to the upper Midwest since 1878. Our headquarters is located in the heart of downtown Fargo with other FCC locations spread across MN, ND, SD and WI. If you are seeking a career where you can help to grow our company, interact with coworkers, and know that your voice and opinion matter, you've come to the right place! The Role Our Customer Support team is adding a FULL TIME REMOTE Customer Success Representative to provide exceptional assistance to subscribers regarding service inquiries and billing of memberships for our FCC sites and papers. This position will work Monday - Friday, 8am - 5pm, with occasional weekend shifts requested as needed throughout the year. Candidates for this position should reside in the print and/or digital footprint of FCC - North Dakota, Minnesota, South Dakota, and Wisconsin.

Requirements

Proven experience in a customer service role, preferably within the media, publishing, or subscription-based industry
Strong technical aptitude with computers, browsers, mobile devices, and operating systems (Windows, macOS, iOS, Android) is required.
Experience working in multiple software programs simultaneously, including CRM systems, subscription management tools, and ticketing platforms
Ability to troubleshoot and resolve issues related to online subscriptions, digital access, logins, password resets, billing, and streaming services
Comfortable assisting customers with website navigation, mobile apps, and digital content access
Basic understanding of streaming technology, account authentication, and common connectivity issues
Strong problem-solving skills with the ability to explain technical solutions in clear, customer-friendly language
Excellent verbal and written communication skills with a professional, empathetic approach
Ability to multitask, manage time effectively, and handle a high volume of customer interactions
Willingness and ability to learn new systems, tools, and technologies as digital products evolve

Responsibilities

Help to identify product improvement opportunities by capturing customer feedback to collaborate with different teams to drive potential change.
Provide daily support to members who need assistance with their online subscription
Gather the customer's information and determine the issue by evaluating and analyzing the issue.
Stay current with system information, changes, and updates.
Effectively share best practices and experiences with colleagues.
Keep accurate records of subscribers’ service by utilizing software systems.
Accurately input customer payments and other information such as vacation stops, change of address, digital and print subscription starts.
Help subscribers maximize the benefits of their membership and demonstrate the value of the FCC sites by matching interests and requirements to content, tools, and features.
Handle phone inquiries and address complaints from company stakeholders in a pleasant, polite, and efficient manner.
Maintain confidentiality of members and adhere to PCI compliance practices.
Assist members in troubleshooting access difficulties to our online platform.
Daily computer processing and other duties as assigned.