Customer Experience Agent - Seasonal

Job description

Fanatics is the ultimate one-stop sports fan destination that ignites and harnesses the passion of fans and maximizes the presence and reach for preeminent sports partners globally. Leveraging long-standing, often exclusive relationships with more than 900 sports properties, a database of more than 90 million consumers worldwide and a trusted brand name, Fanatics is furthering its innovation across the sports landscape by building the leading global digital sports platform, complete with offerings including e-commerce and licensed merchandise, physical and digital trading cards and collectibles, and online sports betting and iGaming.

The Fanatics family of companies currently includes Fanatics Commerce, a vertically-integrated licensed merchandise business that has changed the way fans purchase their favorite team apparel, jerseys, headwear and hardgoods through a tech-infused approach to making and quickly distributing fan gear in today’s 24/7 mobile-first economy; Fanatics Collectibles, a transformative company that is building a new model for the hobby and giving collectors an end-to-end physical and digital collectibles experience; and Fanatics Betting & Gaming, a mobile betting, gaming and retail sportsbook platform.

As a market leader with more than 10,000 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.

At Fanatics, we’re a diverse, passionate group of employees aiming to ignite pride and passion in the fans we outfit, celebrate and support. We recognize that diversity helps drive and foster innovation, and through our IDEA program (inclusion, diversity, equality and advocacy) at Fanatics we provide employees with tools and resources to feel connected and engaged in who they are and what they do to support the ultimate fan experience.

The hourly pay for this role is $24.00 depending on job-related knowledge, skills, and experience.

Responsibilities:

• Act as the front line of BetFanatics by communicating directly with customers through emails, chats, and phone calls.
• Help share customer insights and trends to all areas of the business including product, marketing, and operations.
• Resolve all customer issues, questions, incidents, complaints, etc. in a timely and professional manner and to the complete satisfaction of the customer.
• Act as a subject matter expert and mentor for investigative staff and as a department liaison with other business departments.
• Assist management and internal teams with ad hoc requests and escalations.
• Review complex customer inquiries escalated by agents.
• Recognize possible suspicious, fraudulent or AML activity and partner with the Fraud team to resolve.
• Recognize possible payment (deposit & withdrawal) related concerns and partner with the Payments team to resolve.
• Stay up to date on latest industry trends and internal policies and procedures to make sure customers are getting consistent top tier support.

Experience and Skills:

• 2-4 years of relevant experience in a customer call center.
• A Bachelor's Degree in a related field will be considered an asset.
• Understanding of gaming and payment processes.
• Self-motivated, analytical thinker with exceptional attention to detail.
• Investigative curiosity with strong organizational skills.
• Competence with Zendesk/Salesforce & Microsoft Office product suite. Intermediate Excel skills are preferred but not required.
• Ability to work days, nights, and weekends.
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment.

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.

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