Customer Service Rep with one of the "Most Promising Startups in Austin"

We at MyTennisLessons.com have been operating in Austin, TX for the last three years now, and feel we have adopted many of the city’s best traits; energetic, unconventional with an “up-and-coming” attitude. Though we enjoy Austin’s eccentric side, we take pride in having a cohesive team built on hard work and dedication. As a Capital Factory incubator company, we were named one of the most promising startups in Austin. Having grown from operating in only one metro area (shout out to DC!) to servicing thousands of tennis enthusiasts nationwide, we are looking to bring on others who are excited about growing along with our 14 person team.

As an online marketplace for tennis lessons, MyTennisLessons connects vetted tennis instructors with prospective students. Our coaches rely on us to provide them with a platform to market their teaching skills, while students utilize our website as a one stop shop for tennis lessons.

The JOB

We are hiring a Customer Service Representative responsible for addressing and resolving all issues relating to tennis lessons sales made via both the phone and the MyTennisLessons website.

You will help with any and all issues and customer needs such as:

• Helping customers get in touch with non responsive instructors.
• Helping customers get set up with a new instructor for reasons such as improper fit and conflicting availability or location.
• Working with instructors to help them utilize their MTL account and scheduling system.
• Refund requests via phone, support tickets, and email correspondence.

Sometimes a day in the life of a startup can be pretty unique, but you can expect a typical day to include:

• Understanding a customers' specific needs and making recommendations to best resolve their problem.
• Responding to customer support tickets and email requests.
• Working with and properly communicating with the sales and instructor hiring teams.
• Dealing with irate customers that aren't opposed to swearing and yelling. It happens.

What we expect from you:

• Be the kind of person that does not dread when issues arise, but rather is genuinely interested in helping people solve their problems.
• Be mindful of pricing and margins when switching or re-booking customers.
• Be prepared to sell additional packages to current customers.
• Be a highly skilled verbal and written communicator.
• Be organized when it comes to tracking all support tickets and customer requests.
• Possess self-motivation, patience, and confidence when dealing with all customer issues.
• Have proven customer service experience of no less than 6 months.
• Quickly learn new software systems and adapt to an ever changing tech environment (SalesForce, Zendesk, custom admin tools).
• Knowledge of tennis is a plus but not required.

Our perks and company culture include:

• Immediate impact on a growing team
• Health, dental, and vision insurance
• A casual but collaborative work environment.
• Stock Options
• Small company = frequent social gatherings (think impromptu happy hour/Friday fun-days)
• Downtown office connected to the Brew and Brew on 5th Street