Remote Customer Service Representative

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 have come to the right place.

SUMMARY

Our Customer Support team is adding a full-time remote Customer Success Representative to provide exceptional assistance to members regarding service inquiries and billing of memberships for our FCC sites and papers. In this role, a polite, pleasant and efficient manner while assisting members over the phone is crucial. This position will work Monday through Friday 8 a.m. to 5 p.m.

Additional responsibilities include:

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 membership.

Gather 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 subscriber's 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 members maximize the benefits of their membership and demonstrate the value of the FCC sites by matching interests and requirements to content, tools, and features.

Demonstrate resilience by having a positive attitude when making outbound calls, adapting to change within campaigns, and being self-motivated.

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.

To excel in this role, technical experience is preferred, in addition to the ability to proficiently enter data, communicate effectively and multi task.