Customer Coach (SportsEngine) at Versant

Orlando, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

0.0

Posted On

17 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Problem Solving, Technical Aptitude, Organizational Skills, Time Management, Prioritization, Empathy

Industry

Marketing Services

Description

Company Description VERSANT is a leading force in news, sports and entertainment - home to iconic and trusted brands that inspire, inform, and delight audiences. Our unique combination of content, technology and services enriches the cultural fabric, igniting passions, sparking conversations, and connecting people to what they love most. As an independent, publicly traded company, VERSANT brings together powerhouse cable networks - including USA Network, CNBC, MS NOW (formerly MSNBC), Oxygen, E!, SYFY, and Golf Channel - with dynamic digital and direct-to-consumer brands such as Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. Together, these businesses reflect our commitment to delivering exceptional experiences across every screen and service. VERSANT is an industry-changing media company fueled by innovation and an entrepreneurial spirit. With a strong foundation and a forward-looking vision, VERSANT empowers creativity, embraces change, and drives connection in an ever-evolving world. Job Description At VERSANT, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips and more. At VERSANT, we’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences. This role is part of our Youth & Recreational Sports group. Youth & Recreational Sports is comprised of technology platforms, such as SportsEngine, SportsEngine Motion, TourneyMachine, and TeamUnify that enable athletes, parents, coaches and team administrators in the youth and recreational space to manage their organizations, collect payments, share schedules, find programs to participate in and connect with other families. Come join us as we work together as one team to innovate and deliver what’s Next. The Customer Coach will respond to inbound customer inquiries, issues and requests via email, phone, and online chat by being yourself and using your newfound knowledge. Follow through with technical issues brought to our attention by customers. You will be the voice of the customer while you track down and determine the root cause of issues, while also correctly logging any issues that need the attention of our Development Team. Some evenings and weekends may be required. Job Duties Become a subject matter expert within our tools and platforms to best serve our customers Respond to inbound customer inquiries, issues and requests via email, phone, and online chat with empathy and understanding. Follow through with technical issues brought to our attention by customers by being the voice of the customer Investigate and determine the root cause of technical issues Achieve KPIs as assigned Correctly log and document any issues that need the attention of our Development Team Other duties as assigned Basic Requirements 2+ years of customer service experience Proven ability to communicate (spoken and written) effectively with a vast variety of customers Demonstrated problem solving skills, ability to think on your feet, and take initiative Demonstrate a sense of urgency and ownership thinking Demonstrate strong organizational, time management and prioritization skills Qualifications Desired Characteristics Previous experience in the technology industry, desired Technical aptitude and an ability to learn new technologies An intrinsic need/desire to help people Able to communicate with customers in Spanish, a plus A love of sports is a plus! Additional Job Requirements Must be willing to work in Orlando, FL. Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week. Additional Information As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected]. VERSANT Media is committed to fair and equitable compensation practices. We include a good faith pay range for each position to comply with applicable state and local pay transparency laws and to promote equity across our organization. Actual compensation will be based on factors such as the candidate's skills, qualifications, experience, and location and may include additional forms of compensation and benefits such as health insurance, retirement plans, paid time off, etc. VERSANT Media is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at VERSANT via-email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this position from VERSANT's Talent Acquisition team will be deemed the sole property of VERSANT. No fee will be paid in the event the candidate is hired by VERSANT as a result of the referral or through other means. Business Segment: Versant DTC Sports & Entertainment

Responsibilities

The Customer Coach will respond to inbound customer inquiries and technical issues via various communication channels. They will track down the root cause of issues and log them for the Development Team.