- 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.
- Experience in Salesforce or CRM databases
- 1-2 years' experience in customer service
- 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, Microsoft Office
- 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
- Recognized three years in a row as a Top Workplace by the Austin-American Statesman
- Flexibility at work - you can take control of your profession and personal schedule
- 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 vested immediately
- 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
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Customer Support Representative - Austin, United States - FloSports
Description
Position at FloSports
FloSports is a world-class sports media company strategically positioned to be the essential destination for passionate sports fans, delighting them with live event coverage, breaking news, highlights, stats, rankings, and team and player profiles. We are growing Our Sports every day by continuing to invest in our ever-expanding ecosystem, which consists of over a dozen sport verticals and hundreds of streaming partners. FloSports is creating the home for sports like hockey, track & field, racing, grappling, wrestling, cheer and more, and we are looking for innovative and passionate people like you to help us
THE ROLE:
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. This position is based in Austin, Texas.
RESPONSIBILITIES:
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.
OUR BENEFITS:
Customer Support Representative professionals in Austin
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Cecilia Wilhelm
Project/Program Manager
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Ophelia Brown
Marketing Coordinator Intern at Easyfan.app \