Customer Service Representative

FloSports, Inc.

1d•Remote

About The Position

FloSports is the leading digital platform for underserved sports, combining live and on-demand streaming, original programming, data, and technology to help sports grow their audiences and build sustainable businesses, from youth to professional levels. By bringing thousands of events and communities onto one platform, Flo creates scale where none previously existed, connecting passionate fans with the sports they love while giving athletes, organizers, and rights holders the tools to reach and engage a global audience. Flo streams more than 50,000 live events annually across sports, including motorsports, wrestling, hockey, track & field, cheer, jiu-jitsu, NCAA Division II and III athletics, and more. We’re looking for people who are passionate about sports, embody accountability, collaboration, curiosity, positivity, grit, and excellence, and are motivated to help grow and elevate the communities we serve. FloSports is seeking an enthusiastic and highly adaptive go-getter, that understands the true meaning of teamwork, to join our Customer Support team. This team removes obstacles and makes sure our sports-loving 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.

Requirements

Experience in HelpDesk or CRM databases
1-2 years’ experience in customer service
1-2 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 fast-paced environment
Energetic and personable with the ability to convey patience and empathy
Positive and professional attitude
Excellent computer skills; knowledge of G-Suite with strong written and verbal communication skills
Team-player mentality with enthusiasm for exceeding individual goals
Masterful problem-solving skills that include thinking outside of the box and customer advocacy
Flexible schedule and ability to work nights, weekends and holidays

Nice To Haves

Proficient in documenting sport statistics
Knowledge of competitive Track & Field infrastructure

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 department’s 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.

Benefits

Recognized two years in a row as a Top Workplace by the Austin-American Statesman
All-hands 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 company-paid short-term disability, long-term disability and life insurance
Generous 401(K) company match
Progressive parental leave policies
Unlimited paid time off
Hack-a-thons and a full calendar of team-building 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