Customer Coach

SPORTS NEXT Sports Next is where sports and technology intersect. We’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology. We’re a subdivision of Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.   At Sports Next, 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; SportsEngine Play, the first ever streaming service for youth and amateur sports, GolfNow, the leading online tee time marketplace and provider of golf course operations technology; and GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.   FANDANGO Over the past twenty years, Fandango has built a network of direct-to-consumer digital brands, where 50 million+ fans unite to celebrate their love for movies, TV and streaming. We take pride in serving fans throughout their entertainment journey from content discovery to theatrical moviegoing to watching at home. Our portfolio includes leading online movie ticketer, Fandango, which tickets for more than 31,000 U.S. movie screens; world-renowned entertainment review site, Rotten Tomatoes; and Fandango at Home (previously known as Vudu), the on-demand streaming service offering the industry’s best selection of 4K UHD titles and more than 250,000 new release and catalogue movies and next day TV shows.  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