Customer Success Representative

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. This position can be located anywhere within the print/digital footprint of Forum Communications Company.

RESPONSIBILITIES

• Identify product improvement opportunities by capturing customer feedback to collaborate with different teams to drive change.
• Provide daily support to members who need assistance with their online membership or access.
• Gather customer information and determine the issue through evaluation and analysis.
• Stay current with system information, changes, and updates.
• Input customer payments and other information such as vacation stops, change of address, digital and print subscription starts in order to keepaccurate records of subscriber's service.
• 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.

QUALIFICATIONS

• Technical experience is preferred, but not required
• Ability to proficiently enter data, communicate effectively, and multi task in a professional and positive manner.

At Forum Communications Company, our legacy is deeply rooted in harnessing the power of communication to connect and inform people in the communities we serve. Since 1917, everything we do is driven by creating and sharing information, ideas and insights.

Today, we're a leading media and technology company that's home to a family of people whose passion and purpose is fueled by collaboration and innovation. We believe in supporting each other, working hard towards common goals and having fun.

Come for the perks: Excellent employee culture, competitive pay, 401(k), company-paid volunteer time, health and wellness initiatives for all employees. Additional perks for full-time positions include: comprehensive benefits package, generous paid time off, paid holidays and paid time off for birthday, paid parental and pregnancy disability leave for qualifying employees.

Stay for the people: Family-owned and operated since 1917, development and growth opportunities, inclusive, creative culture, safe working environment, employees of all ages and backgrounds, positive collaboration.

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.