Tier 2 Customer Care Representative

Fubo • Charlotte, NC

19d • $23 • Remote

About The Position

This role is a full time remote position. Fubo is currently seeking a Tier 2 Customer Care representative to deliver world-class support and build customer satisfaction and loyalty by handling all inquiries regarding Fubo’s service and customer subscriptions over the phone and online (via email and social media). We need a resourceful and attentive individual who can best use all their tools and technologies to help resolve customer service issues. The ideal candidate will be expected to complete ongoing training to stay abreast of product, service, policy changes, and technical issues relevant to our users. The candidate will also provide effective and timely resolution of a range of customer inquiries from billing, technical, and social media and should strive for a one-call resolution of customer issues.

Requirements

• High school diploma or GED equivalent
• Ability to speak, read, and write professionally
• Experience handling advanced customer care contact contacts escalation from Tier agents
• Experience with social media platforms, managing posts, and engagement.
• Excellent interpersonal skills
• Ability to identify and meet customer's needs and requirements
• Exceptional phone and customer service skills
• Punctual, regular, and consistent attendance is required
• Excellent telephone etiquette, verbal, and written communication skills
• Must be self-motivated with a demonstrated ability to work independently in a fast-paced environment
• Ability to establish and maintain effective relationships with customers
• Strong team and interpersonal relationship skills conducive to team development
• Ability to work independently, make judgment decisions, and demonstrate consistent follow-through
• Very strong written and verbal communication skills are required
• Exercises good judgment in decision-making to routinely deliver exceptional customer support at all times
• Must be available for the weekend (Saturday & Sunday) hours
• Most Call Center employees work on a shift basis, and as such will be required to periodically rotate shifts and regular days off
• All customer care representatives must be willing to work all shifts, overtime, holidays, and emergency shifts as required

Nice To Haves

• Knowledge

Benefits

• At Fubo, you will have the opportunity to personally influence what live media looks like after it goes through its next big transformation
• Professional development courses and learning opportunities
• Fubo provides a highly competitive compensation based on experience and market standards
• Robust benefit package including Health/Dental/Vision coverage, 401k, Life Insurance, and commuter benefits
• Free Premium Fubo Account
• Unlimited PTO days and regular company-wide activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees