Participant Relations Specialist

Fastbreak AI is a sports technology company based in Charlotte, NC that builds software for sports organizations at every level of the game. Our professional product automates the scheduling process for leagues worldwide. We currently power the schedules of over 65 professional leagues around the world. On the amateur and youth side, our platform supports some of the largest sports organizations across North America, handling everything from league and tournament management to ticketing, as well as hotel and travel logistics. We give organizers the tools they need to run seamless events from registration to the final whistle.

Our Travel team is seeking a Participant Relations Specialist to assist customers with their hotel bookings, confirmation details, and reservation changes.

Responsibilities

• Answer incoming calls pertaining to our Travel services.
• Monitor and respond to incoming live chat requests and emails, from parents, coaches, hotels and event operators efficiently and accurately, meeting departmental goals.
• Direct customers to appropriate resources and online tools for information related to their hotel booking.
• Maintain current knowledge of Hotel Booking products and services, offering technical assistance when needed.
• Address inquiries about hotel booking changes, reservation numbers, check-in processes, payment timelines, and fees.
• Identify and resolve issues related to room night bookings, reservation modifications, policies, and procedures.
• Accurately document repetitive questions and requests from customers.
• Assist with obtaining hotel confirmations for guest reservations
• Ability to participate in our rotating on call schedule for our after hours emergency line.
• Perform other duties as assigned.
• Familiarity with chat platforms, telephony systems, and basic computer operations.
• Previous experience in a customer service role.
• Excellent written and verbal communication skills.
• Strong problem-solving and critical thinking abilities.
• Ability to multitask and manage time effectively.
• Patience and empathy when dealing with difficult situations.
• Strong organizational skills and attention to detail.
• Onsite Requirement: As a condition of your employment with Fastbreak AI, you will be required to work onsite at our Charlotte, NC office.
  
  

Compensation: $25 per hour

• Work with repeat exit founders who have successfully built and scaled startups.
• Work with cutting-edge technology and make a direct impact on product innovation.
• Be part of a fast-growing startup with an agile and dynamic environment.
• Gain exposure to customer interactions and shape product experiences based on real-world feedback.