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Customer Service Representative
2 months ago
The Customer Service Representative is responsible for delivering exceptional customer experiences. This role will provide accurate and knowledgeable information about Fanatics products, while coordinating and leading multiple events throughout the year.
Key Responsibilities- Provide day-to-day support for company events, ensuring accuracy, completeness, and timeliness of tasks.
- Collaborate with internal departments to ensure seamless event execution.
- Direct and participate in the incorporation of new developments into program areas, as appropriate.
- Manage a high level of daily customer contact with professional expertise.
- Enter all assigned orders into the system in an accurate and complete manner, meeting established KPIs.
- Review and complete all applicable holds and late order reports daily.
- Update orders as needed for price adjustments, ship dates, and accurately maintain records in the system.
- Handle customer comments, provide solutions, and alternatives within company policy; follow up to ensure resolution.
- Understand new product launches, special offers, and booking events to provide complete customer information.
- Adhere to all policies, procedures, and restrictions set forth by management as they pertain to Licensed Properties.
- Maintain and enhance internal relationships expected of the WinCraft team.
- Participate in process improvement activities; improve and enhance service experience for external and internal customers.
- An Associate's degree in Business or a similar field of study.
- One to two years of professional experience in customer service.
- Strong interpersonal and customer service skills.
- Strong phone contact handling skills and active listening.
- Ability to answer a high volume of calls and/or emails daily.
- Ability to multi-task and work in a challenging fast-paced environment.
- Capable of working in both an independent and collaborative work environment.
- Proven track record of meeting deadlines.
- Ability to share work among the customer service team.
- Familiarity with CRM system and practices.
- Ability to find positive solutions in any situation.
