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Fanatics Hiring for Customer Service Representative I at Jacksonville, FL Full Time
Job Description
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.
Pay: $16.50/hr
Shift: Sunday-Thursday, 9:00 AM – 5:30 PM or 10:30 AM – 7:00 PM
Perks:
-Wage progression of.50 cent raise every 6 months for 1 year, then .25 cent raise every 6 months for a few more years
-Hybrid schedule – work from home on Sunday
-Full time and permanent
-Full benefits package – medical, dental, vision, and more
-No extended waiting period for benefits – becomes effective first day of the following month after you start
-40% employee discount
-And more!
It’s game time! Simply put, we want a team with people who are super interested in being part of the Fanatics team, love sports, comes to the game, ready to compete, and are excited about being trained to have long-term career opportunities, supporting sports fans at Fanatics.
Fan Athletes are expected to provide a personalized and a fan-focused experience in all interactions.
GENERAL RESPONSIBILITIES:
- Be the first point of contact for fans/customers regarding orders and inquiries
- Proactively assist fans to ensure a positive fan experience, through inbound and outbound contacts
- Field contacts through various channels (i.e. voice calls, chat, email, or SMS) requests from customers who have questions, comments, or complaints about our products and services
- Provide first contact resolution with a great experience
- Be a Fanatics brand ambassador and create positive emotional connections with fans related to their orders, products, teams/players they love
- Solve the right problem in the right way with the right solution
- Maintain the highest level of PCI compliance and sensitivity to personal customer information
- Assist customers in placing orders/returning orders
- Provide information to customers regarding order status and product or account inquiries
- Demonstrate the ability to effectively promote and verbally navigate fans through online and mobile self-service options
- Model a positive attitude with each fan contact every day
- Meet the fans needs by being available when customer trends dictate, including nights, weekends and holidays
- Must be flexible to work various shifts. 40 hours per week. Shifts can be scheduled between the hours of 8:00 AM – 7:00 PM Monday-Sunday
- Overtime required as business needs dictate
- Home internet 2mbps download speed minimum and a dedicated space required for applicable work from home opportunities
- Assume additional responsibilities as needed.
EDUCATION & EXPERIENCE:
- High school diploma or GED, College preferred
- 2 – 3 years of customer service and/or contact center experience is preferred
- Multi-lingual candidates are encouraged to apply (preferred Spanish, French, and German)
- Ability to type 15 words per minute and score 80% or higher on eSkill test
- Experience in the E-Commerce space preferred
- Value and appreciate the omni-channel fan journey
- Model a culture of ownership in every interaction
- Thrive in a fast-paced environment
- Strong written and verbal communication skills
- Possess the skills to navigate between multiple screens, keep the client fully engaged and manage call time, while quickly and accurately typing relevant notes and processing information in the system
- Love of sports
- Ability to convey a positive and professional image to customers and employees
- Experience effectively deescalating customer concerns and handling objections
- Ability to maintain composure in high pressure situations
- Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
OTHER:
- Stable home internet of 25mbps is required. Hybrid capability of one weekend day is required.
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.
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Fanatics recruiters will only reach out to applicants from an @fanatics.com or @fanatics.co.uk email address. For added security, where possible, apply through our company website at
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 future contract 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
Fanatics ensures equal employment opportunity without discrimination or
harassment based on race, color, religion, sex (including pregnancy,
childbirth, or related medical conditions), sexual orientation, gender
identity or expression, age, disability, national origin, marital or
domestic/civil partnership status, genetic information, citizenship status,
veteran status, or any other characteristic protected by law.
