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Customer Service Representative
FloSportsCustomer Service Representative at FloSports assisting sports fans with streaming issues and inquiries. Engaging with customers via phone, email, and chat to ensure satisfaction and provide solutions.
Tech Stack
Tools & technologiesRoku
About the role
Key responsibilities & impact- 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
What you’ll need- 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
- Bonus: Knowledge of competitive Track & Field infrastructure
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical troubleshootingcustomer serviceHelpDeskCRM databasesdigital streaming servicesApple TViTunesRokuFireTVdocumenting sport statistics
Soft Skills
active listeningproblem-solvingcustomer advocacypatienceempathypositive attitudeprofessionalismteam-player mentalityadaptabilitycommunication