Customer Service Advisor

January 13

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Fanatics

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Fanatics is building a leading global digital sports platform that aims to enhance the fan experience for over 100 million sports enthusiasts worldwide. The company operates across several divisions including Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming. They offer fans the opportunity to buy licensed fan gear, jerseys, lifestyle products, and headwear, collect physical and digital trading cards, sports memorabilia, and other digital assets, as well as engage in sports betting. Fanatics partners with over 900 sports properties globally, including major leagues, teams, and athletes, and operates more than 2,000 retail locations. The company is committed to corporate responsibility with a focus on philanthropy, diversity and inclusion, brand protection, and sustainability.

E-Commerce • Merchandising • Internet • Wholesale • Retail

10,000+ employees

Founded 2011

🎮 Gaming

🛒 Retail

🛍️ eCommerce

📋 Description

• Customer Services Advisors act as a liaison between Fanatics Collectibles and our consumers as a single point of contact to all customer inquiries regarding products, policies, and services available. • This role reports directly to the Customer Service Manager. • Liaise between Fanatics Collectibles and customers by supporting all inquiries and issues • Model exemplary customer service and support by effectively communicating with customers through a variety of channels, which may include telephone, email, chat, and direct mail channels • Delight customers: apply good judgement on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction • Responds to and resolve all customer service inquiries in a timely, compliant, and helpful manner • Build and maintain relationships with repeat customers and other areas of the business • Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar • Additional duties as assigned • Be an advocate for Topps, represent the company to customers positively with a professional approach.

🎯 Requirements

• Positive, customer-minded individual with a passion to serve • General knowledge of trading cards and collectibles industry • Fluency in written and spoken English (including grammar and spelling) • Excellent interpersonal, verbal, and written communication skills • Willingness and ability to work flexible hours, including evenings and weekends. • Passion for supporting, connecting and communicating with customers and providing outstanding customer service • Strong computer literacy including proficiency in MS Word & Excel • Minimum 1-2 years’ experience in Customer Service roles is preferred • Familiar with customer service systems such as Genesys Cloud and Magento preferred • Excellent listening skills, judgment and client manner and the ability to make customers feel heard and cared for, ensuring requests are managed proactively and quickly • Excellent communication skills with the ability to connect and build relationships with individuals • Capable of working both alone and as part of a team in a demanding, fast-paced environment • Outstanding organizational and time management skills, including the ability to prioritize and work under tight deadlines and appropriately prioritize workload • Strong problem-solving skills with an attention to detail and the ability to multitask • Flexibility, creativity, and adaptability with the capability to think outside the box