[Hiring] Customer Support Associate @Fanatics Collectibles

Role Description

Customer Support Associates act as a liaison between Fanatics Collectibles, Inc. and our Collectors as a single point of contact to all Collector inquiries regarding products, policies and services available. This role reports directly to the Customer Service Manager. This is a remote role working EST hours.

Collector Support is at the backbone of what Fanatics Collectibles believes in: relentlessly enhancing the Collector experience. As such, these roles have a history of advancement within Fanatics up to the Director level in Customer Experience, Project Management, Brand Management, and more. Above all else, we are looking for proactive, enterprising people that want to work directly with customers and are looking to start a long, successful career within Fanatics.

#LI-Remote

What you’ll be doing:

• 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

Qualifications

• 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

Requirements

• Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants.
• Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com).
• For added security, where possible, apply through our company website at www.fanaticsinc.com/careers
• The salary range represents base pay only and does not include short-term or long-term incentive compensation.
• When determining base pay as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.
• For information about our benefits, please visit https://benefitsatfanatics.com/
• Salary Range: $20 — $25 USD

Benefits

• By submitting your application, you agree to our terms of service and acknowledge you have read our Candidate Privacy Policy.
• Fanatics will never ask candidates for money, banking information, or other sensitive personal information as part of the interview process.
• If you receive a suspicious message claiming to be from Fanatics recruiting, please do not respond and report it here.