Remote Customer Success Representative

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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 downtown Fargo, with other FCC locations across MN, ND, SD, and WI. If you seek a career where you can help grow our company, interact with coworkers, and know that your voice matters, 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. Maintaining a polite, pleasant, and efficient manner while assisting subscribers over the phone is crucial. This position works Monday - Friday 8am - 5pm, with occasional weekend shifts as needed. Candidates should reside in FCC's print/digital footprint in North Dakota, Minnesota, South Dakota, or Wisconsin.

ESSENTIAL FUNCTIONS

1. Identify product improvement opportunities through customer feedback and collaborate with teams to implement changes.
2. Support members with online membership assistance daily.
3. Gather customer information and evaluate issues to determine solutions.
4. Stay updated on system information, changes, and updates.
5. Share best practices and experiences with colleagues.
6. Maintain accurate records of subscriber services using software systems.
7. Input customer payments and update account information such as address changes, subscription starts, and vacation stops.
8. Help members maximize membership benefits by matching interests with content and features.
9. Handle phone inquiries and address complaints politely and efficiently.
10. Maintain confidentiality and adhere to PCI compliance.
11. Assist with troubleshooting access issues to online platforms.
12. Perform daily computer processing and other assigned duties.

QUALIFICATIONS

1. Technical experience preferred, with proficiency in data entry, communication, and multitasking.
2. Positive attitude, resilience, adaptability, and self-motivation are essential.

Expected compensation ranges from $16 to $18/hour, depending on shift, qualifications, and experience.