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 - 8:00 PM 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.
Please Note: The responsibilities described herein are intended to be general in nature and do not represent an all-inclusive list of duties and tasks.
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
- 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