Customer Service Advisor

September 17

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Fanatics

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E-Commerce • Merchandising • Internet • Wholesale • Retail

10,000+

Description

• Customer Services Advisors act as a liaison between Fanatics Collectibles and our consumers as a single point of contact to all customer inquiries regarding products, policies, and services available. • Model exemplary customer service and support by effectively communicating with customers through a variety of channels, which may include telephone, email, chat, and direct mail channels • Delight customers: apply good judgement on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction • Responds to and resolve all customer service inquiries in a timely, compliant, and helpful manner • Build and maintain relationships with repeat customers and other areas of the business • Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar • Additional duties as assigned • Be an advocate for Topps, represent the company to customers positively with a professional approach

Requirements

• Positive, customer-minded individual with a passion to serve • General knowledge of 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 and communicating with customers and providing outstanding customer service • Strong computer literacy including proficiency in MS Word & Excel • Minimum 1-2 years’ experience in Customer Service roles is preferred • Familiar with customer service systems such as Genesys Cloud and Magento preferred • Excellent listening skills, judgment and client manner and the ability to make customers feel heard and cared for, ensuring requests are managed proactively and quickly • Excellent communication skills with the ability to connect and build relationships with individuals • Capable of working both alone and as part of a team in a demanding, fast-paced environment • Outstanding organizational and time management skills, including the ability to prioritize and work under tight deadlines and appropriately prioritize workload • Strong problem-solving skills with an attention to detail and the ability to multitask • Flexibility, creativity, and adaptability with the capability to think outside the box