Customer Experience Specialist
2 weeks ago
We are seeking a highly skilled 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, while maintaining the highest level of PCI compliance and sensitivity to personal customer information.
- Assist with Order Support: Help customers with placing orders, returning orders, and providing information on order status and product or account inquiries.
- Model a Positive Attitude: Demonstrate a positive and professional image to customers and employees, while maintaining a flexible schedule to meet customer needs.
- Education and Experience: High school diploma or GED, with 2-3 years of customer service and/or contact center experience preferred.
- Language Skills: Ability to communicate effectively in English, with multi-lingual candidates encouraged to apply.
- Technical Skills: Strong typing skills, with the ability to type 15 words per minute and score 80% or higher on eSkill test.
- Soft Skills: Passion for sports, ability to convey a positive and professional image, and experience effectively deescalating customer concerns and handling objections.
Fanatics is 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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