customer relations Jacksonville, FL
Job description
JOB SUMMARY:
It’s game time! Simply put, we want a team of key players on the Fanatics team, who understand the Fan passion and love sports, come prepared to play in the game, have a growth mindset, and are excited to build long-term career opportunities, all while creating memorable fan experiences for sports fans at Fanatics.
To be champion we expect all to embody our Fanatics values:
- By Fans, For Fans.
- One Fanatics...Win as a Team
- Missionary not Mercenary
- Innovative Products and Fan Experiences
- Execution and Agility... Over Talk
Under general supervision of the Social Media Supervisor, you are responsible for monitoring and responding to Fan posts on Facebook, Twitter, and other social channels. You respond privately and publicly in strict accordance with Brand engagement requirements using the voice of Fanatics. You are responsible to discern when to hide posts that violate Fanatics Brand and to escalate public concerns. Must be creative, have strong writing skills, understand Fan passion and sense of urgency to knock it out of the park and achieve your goals.
GENERAL DUTIES & RESPONSIBILITIES:
- Reviews and responds to comments concerning support issues made on any one of our 900 social channels in a timely, friendly, and professional manner.
- Educate Fans and create positive connections within our Fanatics Fandom community.
- Engages with social media commentary direct matching the Fans voice, providing creative and thoughtful responses to build Brand loyalty. Understands responses are seen by a broad audience that has significant impact to the Brand.
- Maintains the highest level of professionalism while managing sensitive issues. Demonstrates personal ownership and accountability.
- Shows empathy while providing thoughtful and prompt resolutions.
- Develops a friendly rapport with customers, often in 280 characters or less.
- Follows up with customers throughout the interaction to ensure a WOW Customer experience (CX).
- Provides support with Marketing initiatives as required. Rally with Fans and creates pre-approved content for posting.
- Proactively researches complex and escalated situations and recommends solutions. Educates Fans in the right way at the right time.
- Is a point of contact for Fanatics Fans regarding orders and inquiries, provides first contact resolution solving the right problem in the right way with the right solution.
- Maintain the highest level of compliance and sensitivity to personal customer information
- Assist customers in placing orders/returning orders, providing updates, offering alternate suggestions, and engages with Fans to build connections and a “loved brand”.
- Demonstrates the ability to effectively promote and build emotional connections with your amazing writing skills
- Models a “Winning and Positive” attitude with each fan interaction every day.
- Must be flexible to work various shifts or when our Fans need us most. Social is open 7 days a week, 24 hours per day. (Holidays included) 40 hours per week
- Extra time and overtime required as business needs dictate
- Has a supportive, growth-mindset culture with all members on the team.
- Consistently monitor and analyze data to drive key KPI's by using data to drive targets including but not limited to financial targets, Appeasement per Contact, Contacts per Order, First Contact Resolution, Net Promoter Score, Quality & Customer Satisfaction.
- Natural curiosity that can challenge and transform business processes in a fast-paced environment.
EDUCATIONAL REQUIREMENTS:
- Bachelor's degree in Marketing, Communications, Public Relations, or Social Media preferred
- 2+ years of work experience in customer service and/or call center environment preferred
- 1+ years of previous experience providing customer support via social media preferred across common platforms (Communications, Public Relations or Sports Media)
GENERAL KNOWLEDGE, SKILLS, & ABILITIES:
- Multi-lingual candidates are a plus (preferred Spanish, French and German)
- Excellent verbal, written and interpersonal communication skills.
- Advanced ability and efficiency with grammar is a necessity.
- Good Decision Making and Critical Thinking Skills
- Adapts quickly in a fast paced, complex environment and while quickly learning new concepts and processes Value and appreciate the omni-channel fan journey
- Models a culture of ownership in every interaction
- Thrive in a fast-paced environment
- Communicate with and understand the needs of internal and external customers
- Advanced knowledge of Excel, strong verbal, written, and presentation skills
- Strong analytical reasoning and problem-solving skills
- Deliver. Say what you will do and then do it. Be the person who just gets it done!
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.
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Fanatics recruiters will only reach out to applicants from an @fanatics.com or @fanatics.co.uk email address. For added security, where possible, apply through our company website at www.fanaticsinc.com/careers
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 future contract 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
Job Type: Full-time
Pay: $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Tuition reimbursement
- Vision insurance
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Night shift
Work Location: In person
