Customer Service Representative

Job description

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. 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. 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. KNOWLEDGE, SKILLS & ABILITIES: - 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 BONUS : - Proficient in documenting sport statistics - Knowledge of competitive Track & Field infrastructure OUR COMMITMENT TO DIVERSITY: FloSports exists to elevate the communities, athletes, and sports that have too often been overlooked. That mission starts with our own team. We believe that a diverse, inclusive workplace—one where different perspectives are sought out, heard, and valued—is essential to building a company that can truly serve the full spectrum of sports fans. We are committed to creating a fair and equitable environment where people from all backgrounds can thrive. To help mitigate bias and expand opportunity, FloSports uses a blind recruiting process that supports more objective, inclusive hiring decisions. We’re intentional in our practices because we believe the best ideas and innovations come from teams that reflect the diversity of the world around us. OUR 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