Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver prompt, assured, and friendly assistance to all subscribers through email, chat, and phone.

• Actively engage in listening and pose pertinent questions to comprehend and resolve issues, identify root causes, and assist customers in finding appropriate solutions.

• Attain expertise in our products and services by completing training programs, effectively utilizing available resources, and seeking clarification when needed.

• Consistently meet all agent performance metrics and contribute to the department's quarterly objectives.

• Update and maintain customer accounts, subscriptions, and billing information following departmental guidelines.

• Represent the customer’s perspective and recognize when to escalate technical challenges, outages, and streaming quality issues that impact the viewer experience.

• Enhance the team and customer knowledge base through contributions.

• Collaborate and partner with colleagues to achieve both individual and team objectives.

• Actively engage in team discussions and share insights regarding effective practices, areas for improvement, and innovative ideas.

⛳️ Requirements

• Experience with HelpDesk or CRM databases.

• 1-2 years of experience in customer service roles.

• 1-2 years in call center or phone support positions.

• Ability to adapt swiftly in a dynamic environment.

• Proficient in technical troubleshooting.

• Familiarity with digital streaming services and devices such as Apple TV, iTunes, Roku, and/or FireTV.

• Capability to work from home with access to a high-speed internet connection.

• Ability to build customer relationships in a fast-paced setting.

• Energetic and personable, demonstrating patience and empathy.

• Positive and professional demeanor.

• Strong computer skills; proficient in G-Suite with excellent written and verbal communication abilities.

• Team-oriented mindset with a passion for exceeding personal targets.

• Exceptional problem-solving skills that include innovative thinking and customer advocacy.

• Flexible schedule with the ability to work nights, weekends, and holidays.

🏝️ Benefits

• Recognized for two consecutive years as a Top Workplace by the Austin-American Statesman.

• Biannual all-hands events hosted in the vibrant city of Austin, Texas.

• Annual equity awards for outstanding performers.

• Competitive and comprehensive medical, dental, and vision insurance plans.

• Assurance through company-paid short-term disability, long-term disability, and life insurance.

• Generous 401(K) company matching program.

• Progressive parental leave policies.

• Unlimited paid time off.

• Hack-a-thons and a full schedule of team-building and social events.

• Complimentary laundry service for roles requiring travel.

• Company contributions to youth teams and leagues that our employees coach.

• Stocked snack bar, with catered lunch and breakfast tacos provided weekly.