Customer Support Associate
$20 - $25 per hourJob Description
About Us
Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform.
Fanatics has an established database of over 100 million global sports fans, a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences, and retail partners. We also work with 2,500 athletes and celebrities and have over 200 exclusive athletes, along with more than 2,000 retail locations, including Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.
Reporting to : Manager, Customer Service
Location : Remote
Schedule : Full-Time (hours may vary)
About The Team
Fanatics Collectibles is a new company working at the intersection of collectibles and technology. Backed by some of the best investors, sports properties, and operators in the world, we’re integrating with Fanatics’ global digital sports platform to reimagine the collectibles business.
About The Role
Customer Support Associates act as a liaison between Fanatics Collectibles, Inc. and our Collectors, serving as a single point of contact for all Collector inquiries regarding products, policies, and services available. This role reports directly to the Customer Service Manager and is a remote role working EST hours.
The Collector Support team is the backbone of what Fanatics Collectibles believes in: relentlessly enhancing the Collector experience. These roles have a history of advancement within Fanatics up to the Director level in Customer Experience, Project Management, Brand Management, and more. Above all else, we seek proactive, enterprising people who want to work directly with customers and are looking to start a long, successful career within Fanatics.
What You’ll Be Doing
- Liaising between Fanatics Collectibles and Collectors by supporting all inquiries and issues
- Modeling exemplary service through web message, voice, and email channels
- Delighting Collectors by applying good judgement on a case-by-case basis, expediting resolutions, and following up to ensure satisfaction
- Building and maintaining relationships with repeat Collectors
- Developing a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar
- Additional duties as assigned
What We’re Looking For
- Positive, Collector-minded individual with a passion to serve
- General knowledge of the trading cards and collectibles industry
- Strong problem-solving abilities and attention to detail
- Excellent interpersonal, verbal, and written communication skills
- Able to multitask, prioritize, and manage time effectively
- Proficiency in MS Suite, including Word, Outlook & Excel
- Familiarity with contact center performance metrics (e.g. AHT, CSAT, NPS, schedule adherence)
- Experience working through web message, voice, and email interactions with customers
- Willingness and ability to work flexible hours, including evenings and weekends, with schedules that adjust quarterly
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for the interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at .
Salary Range
$20 – $25 USD
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