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About the Role

Customer Support Associates act as a liaison between Fanatics Collectibles, Inc. and our Collectors, serving as a single point of contact for all Collector inquiries regarding products, policies, and services. This role reports directly to the Customer Service Manager and is a remote position operating during EST hours. Collector Support is fundamental to enhancing the Collector experience, with opportunities for advancement within Fanatics.

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 by applying good judgment, expediting resolutions, and following up to ensure satisfaction
Build and maintain relationships with repeat Collectors
Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar
Perform additional duties as assigned

Requirements

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

Location

Remote

Work Type

Full-Time
Remote

Salary/Compensations

$20—$25 USD

Benefits

Short-term incentive compensation
Long-term incentive compensation

About the Company

Fanatics is building a leading global digital sports platform, igniting the passions of global sports fans and maximizing the presence and reach for its hundreds of sports partners globally.
The company offers products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming.
Fanatics has an established database of over 100 million global sports fans and a global partner network with approximately 900 sports properties.
Fanatics Collectibles is a new company working at the intersection of collectibles and technology, backed by investors, sports properties, and operators.
Fanatics Collectibles is integrating with Fanatics’ global digital sports platform to reimagine the collectibles business.