Customer Service Representative

About FloSports

FloSports is a top digital platform dedicated to underserved sports, blending live and on-demand streaming with original content, sports data, and technology. It helps grow sports audiences and supports sustainable business models from grassroots to professional levels. Featuring more than 50,000 live sports events annually including motorsports, wrestling, hockey, and NCAA Division II and III athletics, FloSports creates scale by connecting enthusiasts with sports and empowering athletes and organizers worldwide.

Role Overview

We're seeking a proactive, adaptable, and collaborative Customer Service Representative to join our dynamic Customer Support team. You will help subscribers navigate and enjoy live sports streams seamlessly by promptly addressing their issues with effective solutions, demonstrating patience, and maintaining high service standards even under pressure. A passion for sports and commitment to excellence are essential.

Key Responsibilities

• Deliver quick, confident, and courteous responses through email, chat, and phone channels.
• Listen attentively, ask pertinent questions to diagnose problems, and identify appropriate resolutions.
• Master knowledge of FloSports’ products and services through training and active inquiry.
• Meet established agent KPIs and contribute to departmental goals quarterly.
• Update and maintain subscriber accounts, including subscriptions and billing information, following company policies.
• Act as the customer's advocate, escalating technical challenges, outages, or stream quality issues as necessary.
• Contribute to and enhance the internal knowledge base for customer support.
• Collaborate with team members to achieve individual and collective targets.
• Participate in team meetings, providing constructive feedback and new ideas.

Required Qualifications and Skills

• Experience using HelpDesk or CRM software platforms.
• 1-2 years of customer service experience, preferably in call center or phone support roles.
• Ability to thrive in a rapid-paced work setting with quick adaptability.
• Technical troubleshooting expertise, especially with digital streaming devices like Apple TV, Roku, FireTV, and applications like iTunes.
• Capability to work remotely from home with reliable high-speed internet access.
• Strong interpersonal skills with an energetic, patient, and empathetic approach towards customers.
• Outstanding verbal and written communication skills along with proficiency in Google Suite applications.
• A positive, professional attitude combined with a strong team orientation and enthusiasm for surpassing goals.
• Excellent problem-solving skills, including innovative thinking and customer-focused advocacy.
• Willingness to maintain a flexible schedule including weekend, evening, and holiday shifts.

Preferred Additional Skills

• Experience documenting sports statistics.
• Familiarity with competitive Track and Field systems and infrastructure.

Diversity Commitment

FloSports fosters an equitable and inclusive work environment reflecting diverse perspectives to serve all sports communities effectively. We practice blind recruiting to minimize biases and maximize fairness in hiring.

Benefits

• Recognized twice as a Top Workplace by the Austin American-Statesman.
• Biannual all-hands gatherings in Austin, Texas.
• Annual equity awards for outstanding performers.
• Comprehensive medical, dental, and vision insurance plans.
• Company-paid short-term and long-term disability, plus life insurance.
• Competitive 401(k) matching program.
• Progressive parental leave policies.
• Unlimited paid time off.
• Regular company hackathons and a robust schedule of social and team-building events.
• Free laundry services for employees who travel for work.
• Company donations supporting youth sports teams and leagues coached by employees.
• Well-stocked snack bars, weekly catered lunches, and breakfast tacos.