About the position
Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics Holdings Inc., a global digital sports platform. The Fanatics Sportsbook is available to nearly 93% of the addressable online sports bettor market in the U.S. in various states including Arizona, Colorado, Connecticut, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Vermont, Virginia, West Virginia, and Wyoming. Additionally, Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania, and West Virginia. The company operates nineteen retail locations, including retail sportsbooks outside of Progressive Field and Nationwide Arena, as well as the only sportsbook inside an NFL stadium at Commanders Field. Headquartered in New York, with offices in Denver and Dublin, Ireland, Fanatics Betting and Gaming is committed to providing top-tier customer service in the sports betting industry. As a Customer Service Agent, you will act as the front line of Fanatics Sportsbook, communicating directly with customers through emails, chats, and phone calls. Your role will involve sharing customer insights and trends with various business areas, including product, marketing, and operations. You will be responsible for resolving customer issues, questions, incidents, and complaints in a timely and professional manner, ensuring complete customer satisfaction. Additionally, you will serve as a subject matter expert and mentor for investigative staff, acting as a liaison with other business departments. Your responsibilities will also include assisting management and internal teams with ad hoc requests and escalations, reviewing complex customer inquiries escalated by agents, and recognizing potential suspicious or fraudulent activity in partnership with the Fraud team. You will also address payment-related concerns in collaboration with the Payments team, while staying updated on the latest industry trends and internal policies to ensure consistent support for customers.
Responsibilities
- Communicate directly with customers through emails, chats, and phone calls.
- Share customer insights and trends with product, marketing, and operations teams.
- Resolve customer issues, questions, incidents, and complaints in a timely manner.
- Act as a subject matter expert and mentor for investigative staff.
- Serve as a department liaison with other business departments.
- Assist management and internal teams with ad hoc requests and escalations.
- Review complex customer inquiries escalated by agents.
- Recognize suspicious, fraudulent, or AML activity and partner with the Fraud team.
- Address payment-related concerns and partner with the Payments team.
- Stay updated on industry trends and internal policies to provide top-tier support.
Requirements
- 2 years of relevant experience in a customer call center.
- Ability to work days, nights, and weekends.
- A Bachelor's Degree in a related field is considered an asset.
- Understanding of gaming and payment processes.
- Self-motivated and analytical thinker with exceptional attention to detail.
- Investigative curiosity with strong organizational skills.
- Competence with Zendesk/Salesforce and Microsoft Office product suite.
- Intermediate Excel skills are preferred but not required.
- Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies.
Benefits
- Hourly pay of $27.00 depending on job-related knowledge, skills, and experience.
