Seasonal Customer Experience Agent
About The Position
As a Seasonal Customer Experience at Fanatics Betting & Gaming (FBG), you are here to… help us create an entertaining betting proposition that appeals to Fanatics customers. Reporting into the Director of Sportsbook Content, you will play an integral role in the Sportsbook Content team, as well as the wider Fanatics Betting & Gaming. Sportsbook Content Analysts will work to prepare and manage a range of daily custom offers that differentiate the Sportsbook and integrate seamlessly with the features of the Fanatics Betting & Gaming product. Due to certain state licensing requirements, this roles require that you are at least 21 years of age to be eligible for hire. Your first 4 weeks will be spent training in virtual training!
Requirements
- 2+ years of relevant experience in a customer call center.
- Understanding of gaming and payment processes.
- Self-motivated, analytical thinker with exceptional attention to detail.
- Investigative curiosity with strong organizational skills.
- Competence with Zendesk/Salesforce & Microsoft Office product suite. Intermediate Excel skills are preferred but not required.
- Ability to work days, nights, and weekends.
- Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment.
Nice To Haves
- A Bachelor's Degree in a related field will be considered an asset.
- Intermediate Excel skills are preferred but not required.
Responsibilities
- Act as the front line of Fanatics Sportsbook by communicating directly with customers through emails, chats, and phone calls.
- Help share customer insights and trends to all areas of the business including product, marketing, and operations.
- Resolve all customer issues, questions, incidents, complaints, etc. in a timely and professional manner and to the complete satisfaction of the customer.
- Act as a subject matter expert and mentor for investigative staff and 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 possible suspicious, fraudulent or AML activity and partner with the Fraud team to resolve.
- Recognize possible payment (deposit & withdrawal) related concerns and partner with the Payments team to resolve.
- Stay up to date on latest industry trends and internal policies and procedures to make sure customers are getting consistent top tier support.
Benefits
- In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/
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What This Job Offers
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
