Senior Customer Support Associate

Posted Aug 23

Senior Customer Support Associate - Escalations Support

Company Overview

Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect and Bet. 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 over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores.

As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.

The Senior Customer Support Associate - Escalations Support acts as a liaison between Fanatics Collectibles, Inc. and our consumers as a point of contact to complex customer inquiries regarding products, policies and services available. This role reports directly to the Customer Service Manager. This is a remote role working a shift anywhere between 8am-8pm EST with a possibility of working weekends in the future.

Customer Service is at the backbone of what Fanatics believes in: dedication and passion to match the fans that drive our business. As such, 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 are looking for proactive, enterprising people that want to work directly with customers and are looking to start a long, successful career within Fanatics.

What you will be doing:

Take over contacts (voice, e-mail, chat) where our Tier 1 level associates need additional support in finding a path to resolution.
Take supervisor requests when collectors ask to speak to a manager, help find a resolution and deescalate complex situations.
Perform investigative work when collectors escalate via various channels such as social media or directly through senior leaders within the company. Provide resolution following investigative work within a set timeframe.
Follow up with customers who provided negative feedback following their initial interaction with Customer Service. Work with those customers to resolve their issues and create a positive experience.
Model exemplary service through telephone, email, and direct mail channels
Delight consumers: apply good judgement on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction.
Build and maintain relationships with repeat consumers.
Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar.
Additional duties as assigned.

Requirements:

3+ Years of related experience, preferably as a Sr CS Associate working on escalations.
Positive, consumer-minded individual with a passion to serve.
Advanced knowledge of trading cards and collectibles industry.
Advanced 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 Word & Excel.
Willingness to work through phone and e-mail interactions with customers.
Willingness and ability to work flexible hours, including evenings and weekends.

$23 - $29 an hour

The salary range for this position is $23- $29/hour, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.

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 interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address. For added security, where possible, apply through our company website at www.fanaticsinc.com/careers

Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.

Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.

NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS: In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA