Customer Service Representative

FloSports is the leading digital platform for underserved sports, combining live and on-demand streaming, original programming, data, and technology to help sports grow their audiences and build sustainable businesses, from youth to professional levels. By bringing thousands of events and communities onto one platform, Flo creates scale where none previously existed, connecting passionate fans with the sports they love while giving athletes, organizers, and rights holders the tools to reach and engage a global audience. Flo streams more than 50,000 live events annually across sports, including motorsports, wrestling, hockey, track & field, cheer, jiu-jitsu, NCAA Division II and III athletics, and more. We’re looking for people who are passionate about sports, embody accountability, collaboration, curiosity, positivity, grit, and excellence, and are motivated to help grow and elevate the communities we serve. THE ROLE: FloSports is seeking an enthusiastic and highly adaptive go-getter, that understands the true meaning of teamwork, to join our Customer Support 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.