Customer Support Associate

Fanatics Collectibles•Allen, TX

12d

About The Position

Fanatics Collectibles is seeking a Customer Support Associate to act as a liaison between the company and its Collectors. This role serves as a single point of contact for all Collector inquiries regarding products, policies, and services. The Customer Support Associate will report directly to the Senior Manager, Customer Service. This position is crucial to enhancing the Collector experience and offers opportunities for advancement within Fanatics in areas such as Customer Experience, Project Management, and Brand Management. The ideal candidate is proactive, enterprising, enjoys direct customer interaction, and seeks a long-term career with Fanatics.

Requirements

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

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

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