Seasonal Collectors Services

Fan Operations Concierge

Role Overview

It's game time! Simply put, we want a team of key players on the Fan Operations Concierge team who understand the Fan passion and love sports. Come prepared to play in the game, have a growth mindset, and be excited to build long-term career opportunities all while creating memorable fan experiences for sports fans by providing personalized and fan-focused assistance in all interactions for orders in our general e-comm business for memorabilia at Fanatics Authentic.

How You Will Make an Impact

• Be the first point of contact for fans / customers regarding orders and inquiries
• Proactively assist Fans to ensure a positive fan experience, through inbound and outbound contacts
• Field contacts through various channels (i.e. voice calls, chat, email,) requests from customers who have questions, comments, or complaints about their orders.
• Whenever possible, provide first contact resolution and not matter what, provide a great experience
• Be a Fanatics / Fanatics Authentic brand ambassador and create positive emotional connections with Fans related to their orders, products, teams / players they love
• Solve the right problem in the right way with the right solution so Fans "walk away pleased" and return to us!
• Maintain the highest level of PCI compliance and sensitivity to personal customer information
• Provide information to customers regarding order status on two different platforms
• Training- become proficient on all systems / processes prior to Black Friday
• Transfer to DTC team on product inquiries
• Demonstrate the ability to effectively promote and verbally navigate fans through online and mobile self-service options
• Model a positive attitude with each fan contact every day, let Fans HEAR you SMILE over the phone or in your Chats / Emails
• Meet the fans needs by being available when customer trends dictate, including nights, weekends and holidays
• Effectively communicate order needs / issue to internal departments as well as external vendor partners
• Must be flexible to work various shifts during Peak holiday time 40+ hours per week, one weekend day.
• Overtime required as business needs dictate
• Must have home internet 15-20mbps download speed minimum and a dedicated quiet space required for applicable work from home opportunities.
• Assume additional responsibilities as needed.
• Attendance is critical

What You Bring to the Team

At Fanatics, we value transparency and honesty. If you don't meet every single requirement, that's okay we still want to hear from you! We believe in the power of diverse experiences and talents. If you're excited about the role and confident that you can contribute, don't hesitate to apply. We're genuinely interested in how your unique skills and perspective can help us build something amazing together.

Where You'll Work and What's Required

What's in it for you :