Customer Service Representative
Customer Service Representative
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Job Description
FloSports has led the way in establishing a worldclass digital streaming experience for millions of fans families and athletes of underserved sports. Imagine creating a digital platform that unites the casual fan with the most dedicated spectator both experiencing thrilling live events from around the world with interactive features real time analytics powerful broadcast technology and more. Combine that with our unique original sports content ranging from breaking news and expert commentary to feature films documentaries and multiepisodic series. Thats what FloSports is all about. We have successfully revolutionized the global sports media industry the result of creating a diverse team of technologists and diehard wrestlers creators and devoted cheerleading experts designers and hockey enthusiasts communicators and motorsport fanatics producers and casual sports fans united by a shared passion to delight the underrepresented communities we serve. We are creating the essential destination for our sports and were looking for people like you to help us!
THE ROLE:
FloSports is seeking an enthusiastic and highly adaptive gogetter that understands the true meaning of teamwork to join our Customer Support team. This team removes obstacles and makes sure our sportsloving subscribers can easily watch and enjoy events across our wide range of dedicated sports channels. We are driven by the obsession to provide Varsity level customer support! We do this by listening to the subscriber understanding their issues and implementing knowledgeable solutions to ensure subscriber satisfaction. Our ideal teammate will be a creative problem solver that listens through frustrations to hear the real issue provides consistent and quality service under pressure and is always willing to go the extra mile to help out.
Our hours are aligned with live sporting events which makes schedule flexibility very important to team success. All agents must be available to work weekends and extended hours as needed.
RESPONSIBILITIES:
Provide quick confident and friendly responses to all subscribers via email chat and phone
Actively listen and ask relevant questions to understand and troubleshoot issues determine root cause and help find the right solution for the customer.
Become an expert on our products and services by completing training effectively using resources and asking questions
Successfully meet all agent metrics and contribute to the departments quarterly goals
Maintain and update customer accounts subscriptions and billing information per department policies
Serve as the voice of the customer and know when to escalate technical issues outages and streaming quality concerns that affect the viewer experience
Contribute to the team and customer knowledge base
Partner and collaborate with teammates to achieve individual and team goals
Actively participate in team discussions and share feedback on what is working what is not working and new ideas.
KNOWLEDGE SKILLS & ABILITIES:
Experience in HelpDesk or CRM databases
12 years experience in customer service
12 years in call center or phone support positions
Ability to adapt quickly in a fast pace environment
Proficient in technical troubleshooting
Knowledge of digital streaming services and devices such as Apple TV iTunes Roku and/or FireTV
Ability to work from home with access to a high speed internet router
Ability to establish customer relationships in a fastpaced environment
Energetic and personable with the ability to convey patience and empathy
Positive and professional attitude
Excellent computer skills; knowledge of GSuite with strong written and verbal communication skills
Teamplayer mentality with enthusiasm for exceeding individual goals
Masterful problemsolving skills that include thinking outside of the box and customer advocacy
Flexible schedule and ability to work nights weekends and holidays
BONUS POINTS:
Proficient in documenting sport statistics
Knowledge of competitive Track & Field infrastructure
OUR COMMITMENT TO DIVERSITY:
At FloSports we are bonded by our passion for sports and our purpose to unite communities around experiences that finally give underserved sports the love they deserve. We recognize the need to build a company that seeks out embraces and celebrates our individual differences ideas and talent. FloSports is committed to the pursuit of a fair equal and inclusive workplace where everyone is given the opportunity to grow to their fullest potential. As such we are intentional in our hiring practices in an effort to overcome systemic biases we may be blind to. FloSports has adopted the blind recruiting process which aims to open our opportunities up to more candidates help us be more objective in how we review applicants and mitigate bias in our decision making processes.
OUR BENEFITS:
Recognized two years in a row as a Top Workplace by the AustinAmerican Statesman
Allhands events hosted twice a year in beautiful Austin Texas
Annual equity awards for all top performers
Competitive and comprehensive medical dental and vision plans
Peace of mind through companypaid shortterm disability longterm disability and life insurance
Generous 401(K) company match
Progressive parental leave policies
Unlimited paid time off
Hackathons and a full calendar of teambuilding and social events
Free laundry service for all positions that require travel
Company donation to youth teams and leagues that our employees coach
Stocked snack bar catered lunch and breakfast tacos every week
Required Experience:
Unclear Seniority
Employment Type
Full-Time
