Key skills
Salesforce
About this role
Fanatics, Inc is a leading global digital sports platform focused on enhancing the fan experience. They are seeking a Seasonal Customer Service Representative to act as the front line of Fanatics Sportsbook by communicating with customers and resolving their inquiries in a timely and professional manner.
Responsibilities:
- Act as the front line of Fanatics Sportsbook by communicating directly with customers through emails, chats, and phone calls
- Help share customer insights and trends to all areas of the business including product, marketing, and operations
- Resolve all customer issues, questions, incidents, complaints, etc. in a timely and professional manner and to the complete satisfaction of the customer
- Act as a subject matter expert and mentor for investigative staff and as a department liaison with other business departments
- Assist management and internal teams with ad hoc requests and escalations
- Review complex customer inquiries escalated by agents
- Recognize possible suspicious, fraudulent or AML activity and partner with the Fraud team to resolve
- Recognize possible payment (deposit & withdrawal) related concerns and partner with the Payments team to resolve
- Stay up to date on latest industry trends and internal policies and procedures to make sure customers are getting consistent top tier support
Requirements:
- You must currently be residing in Texas
- Due to certain state licensing requirements, this roles require that you are at least 21 years of age to be eligible for hire
- 2+ years of relevant experience in a customer call center
- Understanding of gaming and payment processes
- Self-motivated, analytical thinker with exceptional attention to detail
- Investigative curiosity with strong organizational skills
- Competence with Zendesk/Salesforce & Microsoft Office product suite
- Ability to work days, nights, and weekends
- Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies
- A Bachelor's Degree in a related field will be considered an asset
- Intermediate Excel skills are preferred but not required