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Fanatics · 2 weeks ago

Seasonal Customer Service Agent, Fanatics Betting & Gaming

Jersey City, NJ

Full-time

Onsite

Entry, Mid Level

$27/hr - $27/hr

2+ years exp

Fanatics is building a leading global digital sports platform that engages sports fans and maximizes the presence of sports partners through various services. The Seasonal Customer Service Agent will act as the front line of BetFanatics, providing direct support to customers through various communication channels and ensuring timely resolution of inquiries and issues.

eSportsManufacturingRetailSporting GoodsSports

Responsibilities

Act as the front line of BetFanatics 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

Qualification

Customer service experienceGaming processesZendesk/Salesforce proficiencyBachelor's DegreeAnalytical thinkingInvestigative curiosityMicrosoft Office proficiencyExcel skillsAttention to detailOrganizational skills

Required

2-4 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. Failure to be licensed or retain licensure will result in termination of employment