Seasonal Customer Service Agent

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering 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 approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

As a Seasonal Customer Service Agent, you will be responsible for interacting with customers to provide information, resolve questions & complaints, and ensure complete customer satisfaction. This role requires excellent communication skills, problem-solving abilities, and a customer-focused attitude. Often serving as the initial point of contact for our Fanatics Betting & Gaming customers, you will be responsible for addressing their inquiries and resolving issues with precision and attentiveness.

Salary: $27.00/hr 

Responsibilities:

• Act as the front line of Fanatics 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.
• 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 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.

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering 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 approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. 

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.