Customer Service Representative
Fanatics Commerce•Winona, MN
•Onsite
About The Position
The Customer Service Representative serves as the initial point of contact for WinCraft customers, providing clear, precise, and knowledgeable information about WinCraft's licensed product portfolio through a personalized, fan-first service approach. Operating in a high-volume environment, this role manages daily phone and email interactions with professionalism, resolving customer needs efficiently while upholding WinCraft's standards for Licensed Properties and internal team collaboration. The Customer Service Representative delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights.
Requirements
- One to two years of professional experience in a customer service role, with demonstrated ability to manage high volumes of calls and emails daily.
- Strong interpersonal skills with the ability to engage customers and internal teammates with professionalism, friendliness, and individual pride.
- Excellent active listening and phone contact handling skills, with the ability to multitask effectively in a fast-paced office environment.
- Familiarity with CRM systems and practices, with comfort using digital tools to manage orders, track interactions, and resolve issues.
- Proven track record of meeting deadlines and delivering consistent results in both independent and collaborative work settings.
- Ability to find positive, policy-compliant solutions in any customer situation, including handling complaints with empathy and follow-through.
Nice To Haves
- Bilingual proficiency in Spanish is helpful and considered a plus.
Responsibilities
- Collaborate closely with fellow WinCraft team members to share workload, support one another, and maintain consistent service quality across the customer service team.
- Build and strengthen internal relationships across WinCraft departments to ensure seamless order management, issue resolution, and communication.
- Participate actively in process improvement initiatives, identifying opportunities to enhance the service experience for both external customers and internal stakeholders.
- Manage a high volume of daily customer phone calls and emails with professionalism, assessing each customer's needs and delivering solutions that ensure satisfaction.
- Handle customer complaints within company policy, offering appropriate resolutions and maintaining diligent follow-up to ensure every issue is fully resolved.
- Stay current on WinCraft's new product launches, specials, and bookings to provide customers with accurate, complete, and timely information.
- Maintain thorough records of all customer interactions, account activity, and documentation to support a seamless, high-quality service experience.
- Identify and surface opportunities to improve service workflows and reduce friction for both customers and internal teams.
- Apply a solutions-oriented mindset to every customer interaction, finding positive resolutions even in challenging or ambiguous situations.
- Leverage CRM systems and available tools to provide accurate, comprehensive information and improve responsiveness across channels.
- Contribute ideas and feedback to evolving service standards as WinCraft's product offerings and customer base continue to grow.
- 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 with precise recordkeeping.
- Adhere to all policies, procedures, and restrictions established by WinCraft's leadership team, with particular attention to requirements governing Licensed Properties.
- Demonstrate reliability and follow-through in a fast-paced, high-volume environment, consistently meeting deadlines and maintaining focus across extended periods of work.
- Apply AI and technology to improve efficiency, quality, and outcomes.
- Use data and digital tools to inform decisions and enhance performance.
- Demonstrate curiosity and adaptability in adopting new technologies and ways of working.
- Contribute to a culture of innovation and continuous improvement.
Benefits
- For information about our benefits, please visit https://benefitsatfanatics.com/
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
