Fan Experience Advisors (contact Centre)

Fan Advisors are expected to provide a personalised and a fan-focused experience in all interactions. 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. We want individuals who work together, as a team, as fan advocates for our fans!

Role & Responsibilites:
• Be the first point of contact for fans/customers regarding orders and queries
• 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 GDPR 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 queries
• 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. 37.5 hours per week. Shifts can be scheduled between the hours of 8:00 - 19:00 Monday-Sunday
• Overtime required as business needs dictate
• Must have home internet 2mbps download speed minimum and a dedicated space required for applicable work from home opportunities. Work from home on weekend shifts required.
• Assume additional responsibilities as needed.

Knowledge & Experience
• 2+ years of customer service and/or contact center experience is preferred
• Ability to type 15 words per minute and score 85% or higher on eSkill test
• 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
• Passion for sports
• Amplify connections with our fans and memorable moments
• 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

We are an equal opportunity employer and celebrate diversity and inclusivity at Fanatics. Our commitment to inclusion drives us forward every day; across all races, gender, gender identities, age, sexual orientation, religion & spiritual beliefs, neurodiversity, disability and all identities of our people both current and future. If you have any requirement(s) for reasonable accommodations to participate in the job application or interview process, and/or to perform essential job functions, please contact us.

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Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world—including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, Golden State Warriors, Paris Saint-Germain, Manchester United, Chelsea FC, and Tokyo Giants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA).