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Customer Experience Specialist

2 months ago

Denver, Colorado, United States Fanatics Full time
About the Role

Fanatics is seeking a highly skilled Customer Experience Agent to join our team. As a key member of our customer support team, you will be responsible for providing exceptional support to our customers through various communication channels.

Responsibilities
  • Act as the primary point of contact for customers, responding to inquiries and resolving issues in a timely and professional manner.
  • Collaborate with internal teams to share customer insights and trends, driving business growth and improvement.
  • Utilize critical thinking and problem-solving skills to resolve complex customer issues, ensuring complete customer satisfaction.
  • Develop and maintain subject matter expertise, mentoring junior team members and serving as a liaison between departments.
  • Assist management and internal teams with ad-hoc requests and escalations, ensuring seamless support.
  • Review and resolve complex customer inquiries, escalating issues as necessary.
  • Identify and report suspicious or fraudulent activity, partnering with the Fraud team to resolve.
  • Stay up-to-date on industry trends and internal policies, ensuring customers receive consistent top-tier support.
Requirements
  • 2-4 years of relevant experience in a customer-facing role, preferably in a gaming or sports-related industry.
  • Bachelor's degree in a related field, or equivalent experience.
  • Strong understanding of gaming and payment processes.
  • Self-motivated, analytical thinker with exceptional attention to detail.
  • Investigative curiosity with strong organizational skills.
  • Proficiency in Zendesk/Salesforce and Microsoft Office product suite, with intermediate Excel skills preferred.
  • Ability to work flexible hours, including days, nights, and weekends.
  • Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies.
About Fanatics

Fanatics is a leading global digital sports platform, igniting the passions of sports fans worldwide. We offer a range of products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing fans to Buy, Collect, and Bet. With a database of over 100 million global sports fans, a global partner network, and over 2,000 retail locations, our team is committed to relentlessly enhancing the fan experience and delighting sports fans globally.