Customer Service Representative, Sports Specialist

Summary

Join our high-performing Streaming Services team as a Sports Specialist! Work from home providing exceptional customer service and acting as a brand ambassador for our customer, supporting all aspects of their digital sports platforms. You will create best-in-class fan experiences, educate fans on platform use, and utilize technology tools to resolve inquiries. We offer competitive hourly rates, paid training, PTO, additional pay incentives, medical/dental/vision benefits, advancement opportunities, employee discounts, and wellness programs. This role requires customer service experience, excellent communication skills, strong knowledge of sports, and proficiency in Microsoft programs. A quiet workspace, reliable high-speed internet, and authorization to work in Canada are also necessary.

Requirements

• High school diploma or GED
• Ability to type 30+ words per minute
• 1+ year of customer service experience
• Excellent English communication skills, both verbal and written, as well as strong critical thinking and problem-solving skills
• Efficient in website/digital navigation and interaction
• Strong knowledge of and passion for sports
• Ability to multitask, prioritize and manage time effectively in a fast-paced – but remote -- environment
• Proficient in Microsoft programs
• A quiet and distraction-free, secure place to work
• Excellent Internet connectivity with access speeds of 2 Mbps upload and 10 Mbps download – the faster the better!
• In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates (wireless and/or satellite Internet Service Providers are not compatible with our systems)
• Must be authorized to work in Canada

Responsibilities

• Provide exceptional customer service and act as a brand ambassador for our customer, helping to deliver on their mission to serve sports fans anytime, anywhere and connecting fans to the sport and games they love most
• Support all aspects related to the customer’s digital sports platforms via chat, SMS, email/web-form, social, voice and self-service to provide superior fan experiences every day
• Create best-in-class experiences for all fans that contact us by demonstrating patience and acknowledging customer problems and issues
• Educate the fan, helping them accomplish what they want to do (stream a game, create fantasy account, etc.), and talk sports while you do it
• Effectively use all available technology tools and resources to resolve fan inquiries
• Develop/maintain a general knowledge of client’s products and services

Benefits

• Competitive hourly rates
• Paid training
• PTO
• Additional pay incentives
• Monthly rewards & recognition programs
• Medical, dental and vision benefits
• Advancement opportunities
• Employee Discounts
• EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland