Customer Experience Specialist

2 weeks ago


Jacksonville, Florida, United States Fanatics Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Specialist. In this role, you will be the first point of contact for fans/customers regarding orders and inquiries, providing exceptional support and ensuring a positive fan experience.

Key Responsibilities
  • Provide First Contact Resolution: Field contacts through various channels, including voice calls, chat, email, or SMS, and resolve customer inquiries and issues in a timely and professional manner.
  • Be a Brand Ambassador: Create positive emotional connections with fans related to their orders, products, and teams/players they love, amplifying connections and memorable moments.
  • Assist with Order Support: Help customers with placing orders, returning orders, and providing information on order status and product or account inquiries.
  • Meet Customer Needs: Be available to meet customer needs, including nights, weekends, and holidays, and be flexible to work various shifts.
Requirements
  • Customer Service Experience: 2-3 years of customer service and/or contact center experience is preferred.
  • Communication Skills: Strong written and verbal communication skills, with the ability to effectively promote and verbally navigate fans through online and mobile self-service options.
  • Technical Skills: Ability to type 15 words per minute and score 80% or higher on eSkill test, with experience in the E-Commerce space preferred.
  • Language Skills: Multi-lingual candidates are encouraged to apply, with a preference for Spanish, French, and German.
About Us

Fanatics is building a leading global digital sports platform, igniting the passions of global sports fans and maximizing the presence and reach for our hundreds of sports partners globally. We offer products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet.

Our team is committed to relentlessly enhancing the fan experience and delighting sports fans globally. If you are a customer-focused individual with a passion for sports, we encourage you to apply for this exciting opportunity.



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