[Remote] Customer Support Associate
Note: The job is a remote job and is open to candidates in USA. Fanatics is building a leading global digital sports platform that aims to enhance the experience of sports fans worldwide. The Customer Support Associate will act as a liaison between Fanatics Collectibles and Collectors, addressing inquiries and ensuring satisfaction through various communication channels.
Responsibilities
- Liaise between Fanatics Collectibles and Collectors by supporting all inquiries and issues
- Model exemplary service through web message, voice, and email channels
- Delight Collectors: apply good judgement on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction
- Build and maintain relationships with repeat Collectors
- Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar
- Additional duties as assigned
Skills
- Positive, Collector-minded individual with a passion to serve
- General knowledge of trading cards and collectibles industry
- Strong problem-solving abilities and attention to detail
- Excellent interpersonal, verbal, and written communication skills
- Able to multitask, prioritize, and manage time effectively
- Proficiency in MS Suite, including Word, Outlook & Excel
- Familiarity with contact center performance metrics (e.g. AHT, CSAT, NPS, schedule adherence)
- Experience working through web message, voice, and email interactions with customers
- Willingness and ability to work flexible hours, including evenings and weekends, with schedules that adjust quarterly
Company Overview