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Customer Support

Customer Service Advisor – Fanatics Collectibles Full Time

Summary:

  • Customer Services Advisors act as a liaison between Fanatics Collectibles and customers, responding to all inquiries regarding products, policies, and services.
  • The role involves communicating with customers through various channels like phone, email, chat, and direct mail.
  • It requires building strong relationships with repeat customers and maintaining a thorough knowledge of the product portfolio.

Responsibilities:

  • Liaise between Fanatics Collectibles and customers to support inquiries and issues.
  • Provide exemplary customer service across multiple channels (telephone, email, chat, direct mail).
  • Delight customers by applying good judgment, expediting resolutions, and following up for satisfaction.
  • Resolve customer service inquiries in a timely, compliant, and helpful manner.
  • Build and maintain relationships with repeat customers and other business areas.
  • Develop knowledge of Fanatics Collectibles’ product portfolio and release calendar.
  • Perform additional duties as assigned.
  • Represent Fanatics positively with a professional approach.

Requirements:

  • Positive, customer-minded individual with a passion to serve.
  • General knowledge of the trading cards and collectibles industry.
  • Fluency in written and spoken English (including grammar and spelling).
  • Excellent interpersonal, verbal, and written communication skills.
  • Willingness and ability to work flexible hours, including evenings and weekends.
  • Passion for supporting, connecting with customers, and providing outstanding service.
  • Strong computer literacy, including proficiency in MS Word & Excel.
  • Minimum 1-2 years’ experience in Customer Service roles preferred.
  • Familiarity with customer service systems like Genesys Cloud and Magento preferred.
  • Excellent listening skills and ability to make customers feel heard.
  • Strong problem-solving skills and attention to detail.
  • Flexibility, creativity, and adaptability with the ability to think outside the box.

Benefits:

  • The job duties list is not exclusive or exhaustive, and the post holder will be expected to undertake tasks within the scope of the position.
  • Background checks may be required, subject to applicable laws.
  • Fanatics Collectibles ensures job offers are legitimate and advises applicants to verify communication authenticity.

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