Role overview
Company Overview
Fanatics is building the leading global digital sports platform to ignite and harness the passions of fans, and maximize the presence and reach for hundreds of partners globally. Leveraging these long-standing partnerships, a database of more than 80 million global consumers and a trusted, recognizable brand name, Fanatics is expanding beyond its position as the global leader for licensed sports merchandise to now becoming a next-gen digital sports platform, featuring an array of offerings across the sports ecosystem. The Fanatics family of companies currently includes Fanatics Commerce, a vertically-integrated licensed merchandise business that has changed the way fans purchase their favorite team apparel, jerseys, headwear and hardgoods through a tech-infused approach to making and quickly distributing fan gear in today’s 24/7 mobile-first economy; Candy Digital, a digital collectibles company that is partnering with prominent sports properties, including MLB and MLBPA, to build an official NFT ecosystem; Fanatics Trading Cards, a transformative company that is building a new model for the hobby and giving collectors an end-to-end trading cards experience; and Fanatics Betting & Gaming, a mobile betting, gaming and retail sportsbook platform. Additional ventures that will build out Fanatics’ footprint across the broader digital sports landscape will be rolled out soon. Fanatics’ partners include all major professional sports leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA) and hundreds of collegiate and professional teams, which include several of the biggest global soccer clubs. As a market leader with more than 8,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives. At Fanatics, we’re a diverse, passionate group of employees aiming to ignite pride and passion in the fans we outfit, celebrate and support. We recognize that diversity helps drive and foster innovation, and through our IDEA program (inclusion, diversity, equality and advocacy) at Fanatics we provide employees with tools and resources to feel connected and engaged in who they are and what they do to support the ultimate fan experience.
About the Team
At Fanatics, our business is handled “By Fans, For Fans.” When a customer needs help with an order, we know that the right people to help are true fans themselves. Our Fan Services team is dedicated to the highest quality customer experience ensuring that the needs of our Fans are not only met, but exceeded at every turn. Shaping a world-class Fan Experience is what we strive for daily. We are a team that instills ownership at all levels of the organization and has a passion for Our People, Our Processes, and Our Fans.
JOB SUMMARY: Athletes are expected to provide a personalized and sport focused fan 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, 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. To be a champion we expect all fan athletes to embody our Fanatics values: · By Fans, For Fans. · One Fanatics...Win as a Team · Missionary not Mercenary · Innovative Products and Fan Experiences · Execution and Agility... Over Talk The role of a Fan Services Athlete ll- Back Office is to provide support to the Fan Services Miramar Front Line Athletes by completing service requests from the customer service athletes, and work with internal partners to ensure a seamless customer experience. Back Office Athletes shape the Fanatics customer experience by providing order information and fulfilling the requests of the Front-Line Athletes who are the first point of contact with our Fans on order issues. We cannot promise it will be easy. We can promise that this experience will be rewarding and fun. You will gain skills and experience working on behalf of the global leader in licensed sports merchandise and authentic autographed memorabilia.
GENERAL DUTIES & RESPONSIBILITIES: · Collaborate and communicate with Front Line Fan Services Miramar colleagues providing them with Return Authorizations and Return Labels/Receivers for credits and general information on Fanatics Authentic (MOU) item orders across all sites · Partner with FC Ops on hologram corrections/updates · Provide internal credits to Fanatics for Fanatics Authentics returned inventory · Communicate with FC Ops on order cancellations and address update requests · Support Auction Fans on post-shipment/post-delivery order issues · Communicate with our Fulfillment Center by reporting Quality and SKU issues · Order entry on replacement and/or repair orders in SL (Microsoft Dynamics) for Optimus platform orders and Fanatics/League site orders · Process FedEx claims once they are paid/denied and credit as needed · Communicate RTS (Return to Shipper) to FedEx when necessary · Analyze data and make fact-based decisions about any actions necessary for successful order flow · Partner with all Fan Services team members to respond to tracking, backorder, shipment, and repair or replacement order update inquiries · Complete system data entry and proactively communicate order shipment updates to customers or team members and escalate to management when necessary · Partner with various departments including, but not limited to: - Fulfillment Centers: work with the fulfillment center to resolve customer order errors and late orders - Merchandising: work with the Brand Managers to determine in stock status of key items for customer orders and signing delays - Customer Service: Answer all product inquiries and customer questions quickly and clearly; obtain necessary order information for customer service including tracking info, backorder dates, order status, and shipment updates (when business needs dictate) · Collaborate with multiple Fanatics departments to ensure image accuracy · Make recommendations on modifications to strategies on an ongoing basis, we value your input · Deliver. Say what you will do and then do it. Be the person who gets it done! · Proactively assist fans to ensure a positive fan experience, through inbound and outbound contacts (when business needs dictate) · Field calls, emails, and chat message request from customers who have questions, comments, or complaints about our products and services (when business needs dictate) · Provide first contact resolution with a great experience · 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 · Provide information to customers regarding order status and product inquiries · 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 (Peak Season Weekend rotation) 40 hours per week. · Overtime required as business needs dictate · Presently, work from home, but can be called back on site · Home internet 2mbps download speed minimum and a dedicated space required for applicable work from home opportunities · Assume additional responsibilities as needed. EDUCATIONAL REQUIREMENTS: · High school diploma or GED, College preferred · 1 – 2 years of customer service and/or contact center experience is a preferred · Multi-lingual candidates are a plus, but not a requirement · Experience in the ecommerce or retail space preferred, but not necessary GENERAL KNOWLEDGE, SKILLS & ABILITIES: · Creative problem-solving skills necessary · Team player · Effective interpersonal and teamwork skills; able to work well independently and contribute to team goals · Professional written and verbal communication skills for customer interactions · Adapts quickly in a fast paced, complex environment and while quickly learning new concepts and processes · Proficiency in Microsoft Office products Outlook, Excel, Word; Advanced Excel skills preferred · Keen eye for detail, productive multi-tasker, and able to complete multiple competing priorities · Display professionalism working with colleagues, vendors, and customers
Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Fanatics recruiters will only reach out to applicants from an @fanatics.com or @fanatics.co.uk email address. For added security, where possible, apply through our company website at www.fanaticsinc.com/careers
Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.
NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS: In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future contract positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.