Seasonal Collectors Services - Remote Eligible

Fan Operations Concierge

Role Overview

It's game time! Simply put, we want a team of key players on the Fan Operations Concierge team who understand the Fan passion and love sports. Come prepared to play in the game, have a growth mindset, and be excited to build long-term career opportunities all while creating memorable fan experiences for sports fans by providing personalized and fan-focused assistance in all interactions for orders in our general e-comm business for memorabilia at Fanatics Authentic.

How You Will Make an Impact

• 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,) requests from customers who have questions, comments, or complaints about their orders.
• Whenever possible, provide first contact resolution and not matter what, provide a great experience
• Be a Fanatics/Fanatics Authentic 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 so Fans "walk away pleased" and return to us!
• Maintain the highest level of PCI compliance and sensitivity to personal customer information
• Provide information to customers regarding order status on two different platforms
• Training- become proficient on all systems/processes prior to Black Friday
• Transfer to DTC team on 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, let Fans HEAR you SMILE over the phone or in your Chats/Emails
• Meet the fans needs by being available when customer trends dictate, including nights, weekends and holidays
• Effectively communicate order needs/issue to internal departments as well as external vendor partners
• Must be flexible to work various shifts during Peak holiday time 40+ hours per week, one weekend day.
• Overtime required as business needs dictate
• Must have home internet 15-20mbps download speed minimum and a dedicated quiet space required for applicable work from home opportunities.
• Assume additional responsibilities as needed.
• Attendance is critical

What You Bring to the Team

1. Obsessive about best-in-class customer/ fan experience across all touchpoints, creating a unified digital/ omni-channel vision and strategy to engage fans, building best in class capabilities across all brands, products, securing deep and broad customer engagement.

• 2 – 3 years of customer service and/or contact center experience is preferred
• Ability to accurately type 15 words per minute
• Experience in the E-Commerce space preferred, but not necessary
• 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 Fan 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 Fans and colleagues
• 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

At Fanatics, we value transparency and honesty. If you don't meet every single requirement, that's okay – we still want to hear from you! We believe in the power of diverse experiences and talents. If you're excited about the role and confident that you can contribute, don't hesitate to apply. We're genuinely interested in how your unique skills and perspective can help us build something amazing together.

Where You'll Work and What's Required

• Remote, but live within driving distance to Miramar Office (for equipment pickup and tech support if needed)

What's in it for you:

• Culture: Join a team where you're surrounded by top-tier talent, driven by a shared passion to relentlessly enhance the fan experience. With a focus on collaboration, support, and continuous development, you'll be empowered to help shape a our culture that celebrates both individual and team successes.