Remote Collector Support Specialist

Fanatics Collectibles; New York (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

Fanatics Collectibles is seeking a Remote Customer Support Associate to act as the single point of contact for Collector inquiries about products, policies, and services. This role reports to the Customer Service Manager and operates on EST hours.

You will liaison with collectors, handle web, voice, and email channels, and strive for high satisfaction by timely resolutions and relationship building. Prior knowledge of trading cards helps, and flexible scheduling may be required.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Collector-minded

Problem-solving

Interpersonal communication

Time management

Multitasking

Customer service

Tools

MS Office

Job description

Fanatics Collectibles is seeking a Remote Customer Support Associate to act as the single point of contact for Collector inquiries about products, policies, and services. This role reports to the Customer Service Manager and operates on EST hours.

You will liaison with collectors, handle web, voice, and email channels, and strive for high satisfaction by timely resolutions and relationship building. Prior knowledge of trading cards helps, and flexible scheduling may be required.