Customer Success Representative

Customer Success Representative Forum Communications Fargo, ND Job Details Full-time $15 - $18 an hour 13 hours ago Benefits Paid training Paid parental leave Health savings account Disability insurance Health insurance Dental insurance 401(k) Flexible spending account Paid time off Work from home Parental leave Employee assistance program Vision insurance 401(k) matching Employee discount Professional development assistance Volunteer time off Life insurance Referral program Retirement plan Qualifications Interpersonal skills iOS Windows macOS Technical troubleshooting support Technical Proficiency Mobile devices Full Job Description This position is fully remote and open to candidates within the print and/or digital footprint of FCC - North Dakota, Minnesota, South Dakota, and Wisconsin. To be considered for employment, candidates must submit an application at: https://recruiting.paylocity.com/recruiting/jobs/Details/4124339/Forum-Communications-Company/Remote-Customer-Success-Representative---UPPER-MIDWEST 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.

ESSENTIAL FUNCTIONS

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.

QUALIFICATIONS

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 Expected compensation for this role is between $15 and $18/hour, based on shift, qualifications, and experience. Forum Communications Company offers the following for all full time and 32 benefited employees: Health, dental, and vision packages Company paid short term disability and life insurance coverage Critical illness, accident, and hospital indemnity coverage options Paid maternity and parental leave Retirement benefits Generous PTO and paid volunteer hours We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. FCC currently does not offer employer sponsorship.

Pay:

$15.00 - $18.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Paid training Parental leave Professional development assistance Referral program Retirement plan Vision insurance Volunteer time off Work from home

Work Location:

Hybrid remote in Fargo, ND 58102