Seasonal Customer Experience Agent at Fanaticsfbg

About Us Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering 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 approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. About the Team Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin. As a Seasonal Customer Experience at Fanatics Betting & Gaming (FBG), you are here to… help us create an entertaining betting proposition that appeals to Fanatics customers. Reporting into the Director of Sportsbook Content, you will play an integral role in the Sportsbook Content team, as well as the wider Fanatics Betting & Gaming. Sportsbook Content Analysts will work to prepare and manage a range of daily custom offers that differentiate the Sportsbook and integrate seamlessly with the features of the Fanatics Betting & Gaming product. 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. Ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. The range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual offer is confirmed. In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit [Upgrade to PRO to see link] Salary Range$23—$23 USD