Team Lead - Collector Services

Fanatics • Miramar, FL

219d • Remote

About The Position

Role Overview Team Leads shape the Fanatics Fan experience by successfully resolving contacts, monitoring feedback, guiding the team, and training in the memorabilia division at Fanatics Authentic. This is a leader amongst peers who partners with the Supervisor on customer service skill development, achieving productivity and quality metrics, and employee engagement. Team Leads are expected to provide personalized and fan-focused experience in all interactions for orders in our general e-comm business for memorabilia at Fanatics Authentic. This experience will be rewarding and fun! You will gain skills and experience working on behalf of the global leader of memorabilia.

Requirements

• Ability to make decisions and problem-solve on the spot.
• Thrive in a fast-paced team environment.
• Be a point of contact for Fanatics Authentic Fans regarding order issues and inquiries.
• Proactively assist Fans to ensure a positive Fan experience, through inbound and outbound contacts.
• Field calls, emails, and chat message requests from customers who have questions about their orders.
• Resolve the issues efficiently and provide first contact resolution with a great experience.
• Maintain the highest level of PCI compliance and sensitivity to personal customer information.
• Demonstrate the ability to effectively promote and verbally navigate Fans through online and mobile self-service options.
• Meet the Fans' needs by being available when customer trends dictate, including nights, weekends, and holidays.
• Must be flexible to possibly work various shifts, 40 hours per week.
• Overtime required as business needs dictate, especially during our Peak (holiday) season.
• Home internet 15 mbps download speed minimum and a dedicated quiet space required for applicable work from home opportunities.

Responsibilities

• Lead a supportive, growth-mindset culture with all members on the team.
• Partner with the Supervisor to consistently monitor and analyze data to drive key KPI's.
• Model a culture of ownership in every customer and employee interaction.
• Value and appreciate customer perspective & handle highly complex and escalated customer contacts to resolution.
• Inspire and guide a team of Fan Athletes to exceed performance expectations in every customer contact.
• Motivate and encourage the team to perform at a high level through effective communication and feedback.
• Develop team skillsets that enable them to perform at their best.
• Provide clear, constructive feedback.
• Demonstrate subject matter expertise in Fanatics Fan Experience work procedures and processes.
• Share your knowledge of memorabilia with the team and Fans.
• Model a positive attitude with each customer after handling high volume of consumer contacts each day.
• Suggest innovative solutions that improve customer satisfaction.
• Support in continuous improvement project efforts that enhance the business/fan experience.
• Communicate as a team player and coordinate with multiple departments to ensure real-time KPI goals are maintained.

Benefits

• Wide range of health, financial, legal, and development assistance.
• Wellness programs with fitness and weight management partners.
• Paid maternity and paternity leave.
• Infertility treatment.
• Flexible time off to help you recharge.
• Competitive 401k plan to support your financial future.

What This Job Offers

• Job Type: Full-time
• Industry: Food Services and Drinking Places