Fan-First CSR: Fast, High-Volume Support & Impact

Fanatics; Winona (MN); On-site; USD 36,000 - 48,000; Full time

Job summary

Fanatics, a leader in licensed sports merchandise, seeks a Customer Service Representative for WinCraft in Minnesota. The role handles high-volume phone calls and emails with fan-first service, resolving issues per policy and delivering timely information.

You will stay current on new product launches, maintain records of interactions, and input orders accurately while meeting daily KPIs. A supportive, fast-paced environment offers growth and collaboration.

Qualifications

• 1–2 years of professional experience in a customer service role.
• Strong interpersonal skills to engage customers and internal teammates with professionalism, friendliness, and pride.
• Excellent active listening and phone handling skills, with ability to multitask in a fast-paced office environment.
• Familiarity with CRM systems and digital tools to manage orders, track interactions, and resolve issues.
• Proven track record of meeting deadlines and delivering consistent results in independent and collaborative settings.
• Ability to find policy-compliant solutions in any customer situation, including handling complaints with empathy and follow-through.
• Bilingual Spanish is helpful and considered a plus.

Responsibilities

• Manage a high volume of daily customer phone calls and emails with professionalism.
• Handle customer complaints within company policy, offering resolutions and follow-up to ensure full resolution.
• Stay current on WinCraft's new product launches, specials, and bookings to provide accurate, complete, and timely information.
• Maintain thorough records of all customer interactions, account activity, and documentation to support a high-quality service experience.
• Accurately input all assigned orders into the system, meeting or exceeding daily KPIs for customer satisfaction and order accuracy.
• Review and resolve order holds and late order reports daily, updating orders as necessary for price adjustments and shipping dates.
• Adhere to all policies, procedures, and licensing restrictions established by WinCraft leadership.

Skills

Customer service

Interpersonal skills

Active listening

CRM systems

Time management

Problem solving

Spanish (Bilingual)

Job description

Fanatics, a leader in licensed sports merchandise, seeks a Customer Service Representative for WinCraft in Minnesota. The role handles high-volume phone calls and emails with fan-first service, resolving issues per policy and delivering timely information.

You will stay current on new product launches, maintain records of interactions, and input orders accurately while meeting daily KPIs. A supportive, fast-paced environment offers growth and collaboration.