Customer Experience Agent

2 months ago

Denver, United States Fanatics Full time
Job Description

Job description

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

The hourly pay for this role is $24.00 depending on job-related knowledge, skills, and experience.

Responsibilities:
  • Act as the front line of BetFanatics by communicating directly with customers through emails, chats, and phone calls.
  • Help share customer insights and trends to all areas of the business including product, marketing, and operations.
  • Resolve all customer issues, questions, incidents, complaints, etc. in a timely and professional manner and to the complete satisfaction of the customer.
  • Act as a subject matter expert and mentor for investigative staff and as a department liaison with other business departments.
  • Assist management and internal teams with ad hoc requests and escalations.
  • Review complex customer inquiries escalated by agents.
  • Recognize possible suspicious, fraudulent or AML activity and partner with the Fraud team to resolve.
  • Recognize possible payment (deposit & withdrawal) related concerns and partner with the Payments team to resolve.
  • Stay up to date on latest industry trends and internal policies and procedures to make sure customers are getting consistent top tier support.
Experience and Skills:
  • 2-4 years of relevant experience in a customer call center.
  • A Bachelor's Degree in a related field will be considered an asset.
  • Understanding of gaming and payment processes.
  • Self-motivated, analytical thinker with exceptional attention to detail.
  • Investigative curiosity with strong organizational skills.
  • Competence with Zendesk/Salesforce & Microsoft Office product suite. Intermediate Excel skills are preferred but not required.
  • Ability to work days, nights, and weekends.
  • Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment.

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.

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 other types of 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. For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA

About Us

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

About the Team

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics Holdings Inc., a global digital sports platform. The Fanatics Sportsbook is available to nearly 93% of the addressable online sports bettor market in the U.S. in the following states: Arizona, Colorado, Connecticut, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Vermont, Virginia, West Virginia and Wyoming. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates nineteen retail locations including retail sportsbooks outside of Progressive Field and Nationwide Arena and the only sportsbook inside an NFL stadium at Commanders Field. Fanatics Betting and Gaming is headquartered in New York with offices in Denver and Dublin, Ireland.

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