Customer Support Associate at Fanatics in Remote

Summary: Fanatics is building a leading global digital sports platform. The Customer Support Associate acts as a liaison between Fanatics Collectibles and collectors, providing support for inquiries and ensuring customer satisfaction. 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 Required Qualifications: - 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 Required Skills: trading cards, collectibles industry, Microsoft Office Suite, Contact center performance metrics, Customer support via web message, Customer support via voice, Customer support via email, Multitasking