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: 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. To be 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 Under general supervision of Social Media Manager, monitors, filters and responds to customer posts on Facebook, Twitter, and other social channels. Responds publicly in strict accordance with Brand engagement rules as well as privately when necessary and is responsible to discern when to hide posts that violate Brand page’s rules. Must have strong writing skills and sense of urgency to stay on top of the volume to meet SLAs (Service Level Agreement) to achieve company goals. GENERAL DUTIES & RESPONSIBILITIES: · Reviews and responds to comments concerning support issues made on our social channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community. · Engages social media commentary directly in carefully phrased social media responses seen by a broad audience. · Maintains the highest level of professionalism while managing sensitive issues. Demonstrates personal ownership and accountability. · Shows empathy while providing thoughtful and prompt resolutions. · Develops a friendly rapport with customers, often in 140 characters or less. · Follows up frequently with customers throughout the life of their complaint resolution. · Research complex and escalated situations and recommends solutions. · Be a point of contact for Fanatics Fans regarding orders and inquiries · Proactively assist fans to ensure a positive fan experience, through inbound and outbound contacts · Field calls, emails, and chat message request from customers who have questions, comments, or complaints about our products and services · 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 · Assist customers in placing orders/returning orders · Provide information to customers regarding order status and product 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 · Assume additional responsibilities as needed EDUCATIONAL REQUIREMENTS: · High School Diploma or GED required; Associate degree preferred · 3+ years of work experience in customer service and/or call center environment preferred · 2+ years of previous experience providing customer support via social media preferred · Multi-lingual candidates are a plus (preferred Spanish, French and German) · Experience in the ecommerce or retail space preferred GENERAL KNOWLEDGE, SKILLS & ABILITIES: · Strong typing skills required. Typing speed of 30 words per minute required, 45 wpm preferred. · Working knowledge and proficiency using Personal Computers (PC specific, not MAC) including the skills necessary to understand and communicate with computers (hardware and software basics, file management, computer networks, email and the Internet). Experience with Microsoft Office (i.e., Word, Excel, Outlook, etc.) · Excellent verbal, written and interpersonal communication skills. · Advanced ability and efficiency with grammar is a necessity. PAY AND BENEFITS: · 4% increase after successfully completing your first year · 40% discount on Fanatics merchandise · Eligible for annual tuition reimbursement of up to $3,000 after 1 year of employment · 3 Weeks Paid Time Off
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.