Seasonal Customer Experience Agent

Due to certain state licensing requirements, this roles require that you are at least 21 years of age to be eligible for hire.**

Your first 4 weeks will be spent training in virtual training!

Fanatics is building a leading global digital sports platform. 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. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics Holdings Inc., a global digital sports platform. The Fanatics Sportsbook is available to nearly 93% of the addressable online sports bettor market in the U.S. in the following states: Arizona, Colorado, Connecticut, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Vermont, Virginia, West Virginia and Wyoming. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates nineteen retail locations including retail sportsbooks outside of Progressive Field and Nationwide Arena and the only sportsbook inside an NFL stadium at Commanders Field. Fanatics Betting and Gaming is headquartered in New York with offices in Denver and Dublin, Ireland.

The hourly pay for this role is $23.00 depending on job-related knowledge, skills, and experience. Our busy season runs until February and their may opportunities to extend beyond that with the possibility of converting to a full time agent in the future.

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.

Experience and Skills:

• 2+ years of relevant experience in a customer call center.
• A Bachelor's Degree in a related field will be considered an asset.
• 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. Intermediate Excel skills are preferred but not required.
• 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. Failure to be licensed or retain licensure will result in termination of employment.

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 (this includes @betfanatics.com). 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.