Customer Success Representative

Description

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.

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.

About The Company

We are a family-owned media and technology company that has been providing trustworthy, quality journalism and business solutions for more than a century. We’ve always been in the business of telling stories, but we’re more than just a newspaper today. As one of the Upper Midwest’s largest media organizations, we are leaders in the business of print and digital news, technology, telebroadcasting, printing, and agency advertising.

The company is comprised of passionate and purpose-driven people fueled by collaboration and innovation. In addition to a generous benefits package, you’ll enjoy development and growth opportunities, an inclusive and creative culture, and a safe working environment. We believe in supporting each other, working hard towards common goals, and having fun. Come for the perks. Stay for the people.

Forum Communications Company offers the following for all full time and 32 benefited employees:

• Health, dental, and vision packages

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• 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.

Requirements

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