Customer Success Representative

Job Description: 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 subscriptionGather 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.Requirements: Proven experience in a customer service role, preferably within the media, publishing, or subscription-based industryStrong 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 platformsAbility to troubleshoot and resolve issues related to online subscriptions, digital access, logins, password resets, billing, and streaming servicesComfortable assisting customers with website navigation, mobile apps, and digital content accessBasic understanding of streaming technology, account authentication, and common connectivity issuesStrong problem-solving skills with the ability to explain technical solutions in clear, customer-friendly languageExcellent verbal and written communication skills with a professional, empathetic approachAbility to multitask, manage time effectively, and handle a high volume of customer interactionsWillingness and ability to learn new systems, tools, and technologies as digital products evolve.Benefits: Health, dental, and vision packagesCompany paid short term disability and life insurance coverageCritical illness, accident, and hospital indemnity coverage optionsPaid maternity and parental leaveRetirement benefitsGenerous PTO and paid volunteer hours