Remote Customer Service Representative - UPPER MIDWEST

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.

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.

• 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.

• 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 per hour, based on shift schedule, qualifications, and experience.

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.

• 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

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.