Customer Support Associate

Fanatics Collectibles; Indiana (PA); On-site; USD 38,000 - 58,000; Full time

Job summary

Fanatics Collectibles is seeking Customer Support Associates to act as a liaison between Fanatics Collectibles, Inc. and our collectors across product inquiries, policies, and services.

This role reports to the Senior Manager, Customer Service. As a member of Collector Support, you will deliver proactive service through web, voice, and email channels, build relationships with repeat collectors, and continuously deepen knowledge of our product portfolio and release calendar to ensure a

Qualifications

• Positive, collector-minded individual with a passion to serve.
• General knowledge of trading cards and collectibles industry.
• Excellent interpersonal, verbal, and written communication skills.

Responsibilities

• Liaise between Fanatics Collectibles and Collectors by supporting inquiries and issues
• Model exemplary service through web message, voice, and email channels
• Delight Collectors: apply good judgement on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction
• Build and maintain relationships with repeat Collectors
• Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar
• Additional duties as assigned

Skills

Customer service

Communication

Multitasking

Time management

Problem solving

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

About Us

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

About the Company

Fanatics Collectibles is a new company operating at the intersection of collectibles, culture, and technology. Backed by world-class investors, operators, and sports & entertainment partners, we are building the global leader in next-generation collectibles. As part of the broader Fanatics ecosystem, we leverage a digital sports platform that spans over 900 sports properties and engages more than 81 million fans. Together, we are reimagining every part of the collectibles experience for fans, partners, and creators.

Role Summary

Customer Support Associates act as a liaison between Fanatics Collectibles, Inc. and our Collectors as a single point of contact to all Collector inquiries regarding products, policies and services available. This role will report directly to the Senior Manager, Customer Service.

Collector Support is at the backbone of what Fanatics Collectibles believes in: relentlessly enhancing the Collector experience. As such, these roles have a history of advancement within Fanatics up to the Director level in Customer Experience, Project Management, Brand Management, and more. Above all else, we are looking for proactive, enterprising people that want to work directly with customers and are looking to start a long, successful career within Fanatics.

What you’ll be doing:

• Liaise between Fanatics Collectibles and Collectors by supporting all inquiries and issues
• Model exemplary service through web message, voice, and email channels
• Delight Collectors: apply good judgement on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction
• Build and maintain relationships with repeat Collectors
• Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar
• Additional duties as assigned

What we’re looking for:

• Positive, Collector-minded individual with a passion to serve
• General knowledge of trading cards and collectibles industry
• Strong problem-solving abilities and attention to detail
• Excellent interpersonal, verbal, and written communication skills
• Able to multitask, prioritize, and manage time effectively
• Proficiency in MS Suite, including Word, Outlook & Excel
• Familiarity with contact center performance metrics (e.g. AHT, CSAT, NPS, schedule adherence)
• Experience working through web message, voice, and email interactions with customers
• Willingness and ability to work flexible hours, including evenings and weekends, with schedules that adjust quarterly