Customer Service Representative (Full-Time)

| Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

(This is currently a remote position with a gradual transition to the office in 2021 and will be based in Austin, TX)

Are you looking to be a part of a diverse and fun team? Do you thrive when you are working with customers and solving problems? Are you looking for a place where your input is valued? Keep reading! 

FloSports is seeking an enthusiastic and highly adaptive go-getter, that understands the true meaning of teamwork, to join our Customer Care 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:

  • Ability to adapt quickly in a fast pace environment 
  • Proficient in technical troubleshooting
  • Energetic and personable with the ability to convey patience and empathy
  • Positive and professional attitude 
  • Excellent grammar and 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

PREFERRED: 

  • Experience in Salesforce 
  • Knowledge of digital streaming services and devices such as Apple TV, iTunes, Roku, and/or FireTV 
  • 1-year contact center experience 
  • Some phone experience

WHO WE ARE:

FloSports is an innovative digital sports media company dedicated to unlocking a world of sports coverage that true fans deserve! We are committed to growing the sport through the events, the athletes and the fans by providing each unique community with a platform to connect to the sports they love. We stream more than 10,000 of live events per year, spanning from youth to professional competitions, produce original video programming and studio shows, and provide authentic content and coverage across more than 20 sports like wrestling, grappling, cheer, gymnastics, rugby, track & field, cycling, marching, bowling and so much more!

HOW WE DO IT:

We are the CEOs of our own work and are accountable for the tasks and responsibilities assigned to us. We take pride in creating the content that fans love. We row in the same direction and work together on our common vision. We build and strengthen our relationships through teamwork and respect. We embrace challenges, ask questions and are allowed to fail as long as we learn. We are passionate about building tribes and communities worth belonging to. We are innovative, curious, and have an appetite for making things better.

Does this sound like you? Apply Today!

OUR BENEFITS:

  • Recognized as one of 2020’s Top Workplaces by the Austin-American Statesman
  • Competitive and comprehensive medical, dental and vision plans
  • Peace of mind through company-paid short-term disability, long-term disability and life insurance
  • 401(K) company match
  • Hack-a-thons
  • Bring your dog to work- everyday!
  • Modern and collaborative office environment
  • Stocked snack bar, catered lunch and breakfast tacos every week 
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • JavascriptLanguages
    • PHPLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • SymfonyFrameworks
    • Angular6Frameworks
    • MySQLDatabases
    • RedisDatabases

Location

Located in East Austin next to Friends and Allies brewery, East Ciders and the Austin Bouldering Project!

An Insider's view of FloSports

What’s the vibe like in the office?

If I had to describe our office vibe I would definitely say team oriented, upbeat, fast paced, entrepreneurial and rooted in passion. Working with colleagues who were former athletes or who are die hard fans of a particular sport is so much fun. Every employee here approaches their role as a member of a team, with one objective, to win!

Melissa

Executive Administrative Assistant

What kinds of technical challenges do you and your team face?

We needed an Android app and I had the opportunity to become an Android engineer. Not only have I learned a ton but I get to impact the experience of many users with everything I do.

Peter

Sr. Software Engineer

What does career growth look like on your team?

I love working at FloSports because I am constantly challenged and have endless opportunities to grow. Employees are encouraged to punch above their weight and take on responsibilities that will further their careers.

Mark

Corporate Controller

How do you empower your team to be more creative?

Here are three things that work for me! Give notes that point to outcomes, not fixes. Be a problem umbrella, not a problem funnel, to remove distractions from the creative process. Ask the team, "are you excited about this piece yet?" and keep encouraging them to push it further until they are.

Ray

Chief Content Officer

What makes someone successful on your team?

At FloSports, we carefully test and measure changes to our platform. Successful members of our team excel in identifying potentially high impact opportunities, and working closely with their fellow team members to put them to the test. Then, they analyze and learn from the test results, always using data as their guide.

Anne

Sr. Director, Product

What are FloSports Perks + Benefits

FloSports Benefits Overview

Our Benefits:
Competitive and comprehensive medical, dental and vision plans*
Peace of mind through company-paid short-term disability, long-term disability, and life insurance*
Pet Insurance
401(K) company match
Flexible, uncapped paid vacation*
Progressive parental leave policies*
Discounted gym memberships (nation-wide)
Flexibility around where and when you work*
Hack-a-thons, lunch and learns and other special events
Free laundry service for all positions that require travel*
Access to a comprehensive and company-paid employee assistance program for all employees and their families
Bring your dog to work- every day!
Premium branded SWAG
Stocked snack bar
Catered lunch and breakfast tacos every week
Modern and collaborative office environment

*Depends on position

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Flo culture committees: FloFun plans social events and activities FloImpact organizes community outreach FloReward is focused on reward and recognition initiatives FloGrow advocates for learning/
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
FloSports has a dedicated group of employees who focus on diversity and inclusion. This includes two senior executives, our COO and our Head of People Operations.
Hiring Practices that Promote Diversity
FloSports recognizes the need to build a company that seeks out, embraces, and celebrates our individual differences, ideas, and talent. We start this process with our recruiting processes.
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Customized development tracks
More Jobs at FloSports27 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Content
Developer
new
Austin
Content
new
Austin
Operations
new
Austin
Sales
new
Austin
Developer
new
Austin
Content
new
Austin
Content
new
Austin
Data + Analytics
new
Austin
Design + UX
new
Austin
Design + UX
new
Austin
Marketing
new
Austin
Marketing
new
Austin
Project Mgmt
new
Austin
Content
new
Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView FloSports's full profileSee more FloSports jobs