Customer Service Representative (Full Time)

| Austin
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FloSports has led the way in establishing a world-class digital streaming experience for millions of fans, families and athletes of over 25 different underserved sports. Imagine creating a digital platform that unites the casual fan with the most dedicated spectator, both experiencing thrilling live events from around the world with interactive features, real time analytics, powerful broadcast technology and more. Combine that with our unique original sports content ranging from breaking news and expert commentary to feature films, documentaries and multi-episodic series. That’s what FloSports is all about. We have successfully revolutionized the global sports media industry- the result of creating a diverse team of technologists and die-hard wrestlers, creators and devoted cheerleading experts, designers and hockey enthusiasts, communicators and motorsport fanatics, producers and casual sports fans… united by a shared passion to delight the underrepresented communities we serve. We are creating a home for underserved sports and we’re looking for people like you to help us!

THE ROLE:

(This is currently a remote position with a gradual transition to the office in 2022 and will be based in Austin, TX)

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

OUR COMMITMENT TO DIVERSITY:

At FloSports, we are bonded by our passion for sports and our purpose to unite communities around experiences that finally give underserved sports the love they deserve. We recognize the need to build a company that seeks out, embraces, and celebrates our individual differences, ideas, and talent. FloSports is committed to the pursuit of a fair, equal and inclusive workplace where everyone is given the opportunity to grow to their fullest potential. As such, we are intentional in our hiring practices in an effort to overcome systemic biases we may be blind to. FloSports has adopted the “blind recruiting” process, which aims to open our opportunities up to more candidates, help us be more objective in how we review applicants and mitigate bias in our decision making processes.

OUR BENEFITS:

  • Recognized two years in a row as a Top Workplace by the Austin-American Statesman
  • Flexibility at work - you can take control of your profession and personal schedule
  • Strong remote work culture 
  • 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
  • Bring your dog to work- everyday!
  • Stocked snack bar, catered lunch and breakfast tacos every week


 

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PHPLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • SymfonyFrameworks
    • TheanoFrameworks
    • 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
Unconscious bias training
Diversity manifesto
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
Match charitable contributions
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
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