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.