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Customer Service Specialist

Company Overview
Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans, a global partner network with over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores. 
 
As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.
JOB SUMMARY:
The Customer Service Specialist I, Event Coordinator is responsible for delivering a best-in-class customer experience. 
This position will provide clear, accurate and knowledgeable information about the products WinCraft sells.  In addition, coordinate and lead multiple Events throughout the year with scheduling, effective internal communication and transmission of orders.
 
ESSENTIAL JOB FUNCTIONS:
Provides day-to-day support of company Events to ensure accuracy, completeness and timeliness of tasks.
High degree of internal collaboration & communication of Events with internal departments.
Directs and participates in the incorporation of new developments into program areas, as appropriate.
Manage a high level of daily customer contact with professional expertise.
Enter all assigned orders into the system in an accurate and complete manner, meeting established KPI’s.
Understanding of Vendor guides and agreements for application and meeting customer expectations.
Review and complete all applicable holds and late order reports daily.
Update orders as needed for price adjustments, ship dates and accurately maintain records the system.
Handle customer comments, provide solutions and alternatives within company policy; follow up to ensure resolution.
Understand new product launches, special offers and booking events to provide complete customer information.
Adhere to all policies, procedures and restrictions set forth by management as they pertain to Licensed Properties.
Maintain and enhance internal relationships expected of the WinCraft team.
Adhere to policies and procedures set forth by WinCraft’s leadership team.
Participate in process improvement activities; improve and enhance service experience for external and internal customers.
Additional duties, as assigned.
EDUCATIONAL & Experience REQUIREMENTS:
·         An Associate’s degree in Business or similar field of study.
·         One to two years of professional experience customer service.
 
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
·         Strong interpersonal and customer service skills.
·         Strong phone contact handling skills and active listening.
·         Ability to answer a high volume of calls and/or emails daily.
·         Ability to multi-task and work in a challenging fast-paced environment.
·         Capable of working in both an independent and collaborative work environment.
·         Proven track record of meeting deadlines.
·         Ability to share work among the customer service team.
·         Familiarity with CRM system and practices.
·         Ability to find positive solution in any situation.
 
PHYSICAL REQUIREMENTS
·         Ability to maintain focus for extended periods of time.
·         Ability to utilize a computer continuously
·         Ability to sit and/or stand continuously
WORKING CONDITIONS
·         Office environment
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.  Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address.  For added security, where possible, apply through our company website at www.fanaticsinc.com/careers
Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.
Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.
NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS: In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA

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