Customer Service Representative
FloSports
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Texas • United States
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Tech Stack
About the role
- 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.
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
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical troubleshootingcustomer serviceCRM databasesdigital streaming servicesApple TViTunesRokuFireTVcomputer skillsG-Suite
Soft Skills
active listeningproblem-solvingpatienceempathypositive attitudeprofessionalismteam playeradaptabilitycommunication skillscustomer relationship building