Remote Customer Service Representative

Forum Communications Co.; Remote; USD 10,000 - 60,000; Full time

Job summary

A leading media organization is seeking a FULL TIME REMOTE Customer Success Representative to provide exceptional support to subscribers regarding service inquiries and billing for memberships. This role requires proven customer service experience, strong technical aptitude, and excellent communication skills. Responsibilities include troubleshooting subscription issues and assisting with online platform access. Expected compensation is between $15 and $18 per hour, along with comprehensive benefits including health, dental, and generous PTO.

Benefits

Health, dental, and vision packages

Company-paid short-term disability

Critical illness and accident coverage

Paid maternity and parental leave

Retirement benefits

Generous PTO and paid volunteer hours

Qualifications

• Proven experience in a customer service role, preferably in media or subscription-based industry.
• Strong technical aptitude with computers, browsers, and operating systems required.
• Ability to assist customers with website navigation and digital content access.

Responsibilities

• Provide daily support to members needing assistance with online subscriptions.
• Gather customer information and evaluate issues effectively.
• Handle phone inquiries and address complaints from stakeholders politely.

Skills

Customer service experience

Technical aptitude with computers

Ability to troubleshoot online subscriptions

Excellent communication skills

Problem-solving skills

Multitasking ability

Tools

CRM systems

Subscription management tools

Ticketing platforms

Job description

Overview

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 spread across MN, ND, SD, and WI.

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, 8:00‑5:00, 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 in North Dakota, Minnesota, South Dakota, and Wisconsin.

Essential Functions

• Help to identify product improvement opportunities by capturing customer feedback and collaborating 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, changes of address, and 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.
• Perform 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.

Compensation

Expected compensation for this role is between $15 and $18 per hour, based on shift schedule, qualifications, and experience.

About the Company

We are one of the Upper Midwest’s largest media organizations, leaders in print and digital news, technology, telebroadcasting, printing, and agency advertising. Our company is built on storytelling, collaboration, innovation, and inclusive culture. We offer generous development and growth opportunities and a safe working environment.

Benefits

• 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

EEO Statement

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.