Customer Support Associate

This is a fully remote position, open to applicants in New York.

📋 Description

• Serve as the intermediary between Fanatics Collectibles and Collectors by addressing all inquiries and concerns.

• Demonstrate outstanding service via web messaging, phone calls, and email communications.

• Utilize sound judgment on a case-by-case basis, expedite solutions, and follow up to guarantee Collector satisfaction.

• Cultivate and sustain relationships with returning Collectors.

• Acquire comprehensive knowledge of Fanatics Collectibles’ product offerings and release schedule.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• Enthusiastic, Collector-focused individual with a dedication to service.

• Basic understanding of the trading card and collectibles sector.

• Strong analytical skills and meticulous attention to detail.

• Exceptional interpersonal, verbal, and written communication abilities.

• Capability to handle multiple tasks, prioritize effectively, and manage time efficiently.

• Proficiency in Microsoft Suite, including Word, Outlook, and Excel.

• Familiarity with contact center performance indicators such as AHT, CSAT, NPS, and schedule adherence.

• Experience in managing web messaging, voice, and email interactions with customers.

• Willingness and flexibility to work varying hours, including evenings and weekends, with schedules adjusting quarterly.

🏝️ Benefits

• Opportunities for career growth within Fanatics, up to Director level in Customer Experience, Project Management, Brand Management, and beyond.

• Salary range reflects base pay only; incentive compensation is not included.

• Benefits information can be found at https://benefitsatfanatics.com/.