Athlete - Collector Services

how you will make an impact:

• 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,) requests from customers who have questions, comments, or complaints about their orders. 

• Whenever possible, provide first- contact resolution and a wonderful experience.

• Be a Fanatics/Fanatics Authentic 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 so Fans “walk away pleased” and return to us!

• Maintain the highest level of PCI compliance and sensitivity to personal customer information. 

• Provide information to customers regarding order status.

• 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, let Fans HEAR you SMILE over the phone or in your Chats/Emails

• Meet the fans’ needs by being available when customer trends dictate, including nights, weekends, and holidays. 

• Must be flexible to work various shifts during Peak holiday time. 40 hours per week. 

• Overtime required as business needs dictate. 

• Must have home internet 15-20mbps download speed minimum and a dedicated quiet space required for applicable work from home opportunities. 

• Assume additional responsibilities as needed. 

what you bring to the team:

Obsessive about best-in-class customer/ fan experience across all touchpoints, creating a unified digital/ omni-channel vision and strategy to engage fans, building best in class capabilities across all brands, products, securing deep and broad customer engagement.

• 2 – 3 years of customer service and/or contact center experience is preferred

• Ability to type 15 words per minute.

• Experience in the E-Commerce space preferred, but not necessary

• 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 Fan fully engaged and manage call time, while quickly and accurately typing relevant notes and processing information in the system 

• Passion for sports 

• Amplify connections with our fans and memorable moments.

• Ability to convey a positive and professional image to Fans and colleagues.

• 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. 

At Fanatics, we value transparency and honesty. If you don’t meet every single requirement, that’s okay – we still want to hear from you! We believe in the power of diverse experiences and talents. If you’re excited about the role and confident that you can contribute, don’t hesitate to apply. We’re genuinely interested in how your unique skills and perspective can help us build something amazing together.

What’s in it for you:

• Culture: Join a team where you're surrounded by top-tier talent, driven by a shared passion to relentlessly enhance the fan experience. With a focus on collaboration, support, and continuous development, you’ll be empowered to help shape our culture that celebrates both individual and team successes. 

• Benefits: We provide a wide range of health, financial, legal, and development assistance, including wellness programs with fitness and weight management partners, paid maternity paternity leave, and infertility treatment. Additionally, we offer flexible time off to help you recharge, along with a competitive 401k plan to support your financial future. At Fanatics, we’re dedicated to supporting you in all aspects of work and life.

• Remote Opportunity