Senior customer service agent job description

Fanatics is building a leading global digital sports platform to ignite and harness the passions of fans and maximize the presence and reach for hundreds of partners globally. Optimizing these long-standing partnerships, a database of more than 80 million global consumers and a trusted, recognizable brand name, Fanatics is expanding beyond its position as a global leader for licensed sports merchandise to now becoming a next-gen digital sports platform, featuring an array of offerings for fans across the sports ecosystem.

The Fanatics family of companies currently includes Fanatics Commerce, a vertically-integrated licensed merchandise business that has changed the way fans purchase their favorite team apparel, jerseys, headwear and hardgoods through a tech-infused approach to making and quickly distributing fan gear in today's 24/7 mobile-first economy; Candy Digital, a digital collectibles company that is partnering with prominent sports properties, including MLB and MLBPA, to build an official NFT ecosystem; Fanatics Collectibles, through Topps as a cornerstone of the business, building a new model for the collectibles and trading cards hobby with top leagues and players association partners; and Fanatics Betting & Gaming, a mobile betting, gaming and retail sportsbook platform. Fanatics' partners include all major professional sports leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA) and hundreds of collegiate and professional teams, which include several of the biggest global soccer clubs.

As a market leader with more than 9,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.

At Fanatics, we're a diverse, passionate group of employees aiming to ignite pride and passion in the fans we outfit, celebrate and support. We recognize that diversity helps drive and foster innovation, and through our IDEA program (inclusion, diversity, equality and advocacy) at Fanatics we provide employees with tools and resources to feel connected and engaged in who they are and what they do to support the ultimate fan experience.

WHAT YOU'LL DO AS A Customer EXPERIENCE SENIOR AGENT: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.

WHAT SKILLS YOU WILL USE:Location: Onsite in Jacksonville2-4 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.Pay Range: $20.00-$23.00 / Hour

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.
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 other types of 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.

Do you want to make a difference in the lives of America's military service members? Are you looking for a change of pace, with reasonable and flexible hours?

If you are a certified Licensed Vocational Nurse (LVN), Certified Medical Assistant (MA), or equivalent military specialist (Medic, Corpsman, Para-rescue, or Health Services Technician), we would like to talk to you!

QTC is seeking qualified candidates for Medical Customer Service Agent Senior opportunities on our Reserve Health Readiness Program III (RHRP-3). These Agents will serve as the face of the organization through direct interactions with military service members, delivering exceptional customer service at all touch points.

RHRP-3 provides health readiness support services, such as mental health assessments and post-deployment health reassessments, to the military Reserve Components nationwide and Active Duty Components in remote areas. They deliver services by group events and in-clinic individual appointments and by providing call center support.

Our Medical Customer Service Agents work in an innovative and agile environment. At QTC, we create and apply new technologies in a team environment that is fun, creative and supportive. Best of all, the applications we support have a direct impact on the lives of our nation's military!
In this rewarding role, you will:

* Provide high-touch and outstanding service to military service members
* Download and screen military medical forms and records for accuracy and thoroughness
* Review these medical records and determine the necessary/required medical, dental, and behavioral health services needed
* Schedule service members individual, in-clinic, group, and/or telephonic appointments

You must have:

* 1 - 3 years experience
* Must be U.S. Citizen and be able to obtain a military Common Access Card
* A CURRENT medical certification, such as Licensed Vocational Nurse (LVN), Certified Medical Assistant (CMA), or prior military Medic, Corpsman, Para-rescue or Health Service Technician.
* Certification must be current and remain valid throughout employment.
* A High School diploma/GED, or 2 years of relevant experience in lieu of
* The ability to successfully pass a Federal background check

Typical Day:

* Initial training will be Mon - Fri: 8:00am - 4:30pm - Employee will move to assigned shift on February 2023
* Positions are located ONSITE at our San Antonio, TX location at 4406 Piedras Dr. West, San Antonio, TX 78228
* Multiple shifts are available: *shift differential pay for 2nd shift and AWW shift:
* Normal Shift: Mon - Fri: 7:00am - 3:30pm
* 2nd Shift: Mon - Fri: 1:30pm - 10:00pm *(Extra $1.00/hr. for hours worked this shift)
* AWW Shift: Tue - Sat: 7:00am - 3:30pm *(Extra $2.00/hr. for hours worked on Saturday only)

Pay and Benefits:

Pay: $21.00 per hour

The QTC Management pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

About QTC Management, Inc.

QTC is the nation's largest provider of disability and occupational health examination services. We are PASSIONATE about our country's veterans, UNITED as a team and INSPIRED to make a difference. To provide high-quality, timely, and customer-focused medical examination service solutions, we honor our core values of integrity, innovation, agility, collaboration, inclusion and commitment. We celebrate diverse thinking and welcome contributions from all.

Commitment to Diversity

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At QTC, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

* This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties, and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

KNOWLEDGE

* Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
* Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
* English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
* Computers - Knowledge of computer software, including applications and programming.

SKILLS

* Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
* Speaking - Talking to others to convey information effectively.
* Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
* Mathematics - Using mathematics to solve problems.
* Time Management - Managing one's own time and the time of others.
* Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
* Written Expression - The ability to communicate information and ideas in writing so others will understand.
* Critical Thinking - Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
* Judgment and Decision Making - Considers the relative costs and benefits of potential actions to choose the most appropriate one.
* Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

ABILITIES

* Originality - The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
* Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
* Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
* Speech Clarity - The ability to speak clearly so others can understand you.
* Speech Recognition - The ability to identify and understand the speech of another person.
* Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
* Written Comprehension - The ability to read and understand information and ideas presented in writing.
* Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
* Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
* Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

PHYSICAL DEMAND AND WORK EFFORT

* Constant mental and/or visual attention; the flow of work requires focused, detailed attention in an office environment.
* The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during normal performance of the job.
* Must be able to sit for extended periods of time during work shift.
* Must be able to lift, push and pull up to 10 pounds occasionally when utilizing catalog materials and work station supplies.
* This position may require travel to key accounts in the assigned territory and to trade shows.
* FLSA status: Hourly, Non-Exempt.

Senior Inbound Customer Service Agents

* Must have excellent verbal and written communication skills in order to interact professionally with customers and employees at all levels of the organization
* Must be able to accommodate changing work schedules, which will include weekends and late hours during the Holiday.
* A proven ability to use discretion in working with confidential information is essential.
* Must be self-motivated detail oriented with the ability to organize multiple tasks and produce results with exact deadlines in an environment with frequent interruptions
* Extensive knowledge in order entry and customer service within CCS
* Strong customer service skills
* Inbound calls (i.e. external customers, internal callers, transfers, questions, etc.)
* Process a variety of orders
* Customer service requests
* Emails
* Emailed Holds Report and Holds Worker Console
* Viewer System Console
* Support Management Dashboard in Salesforce
* Customer Contact Tool
* Proficiency in MS Office
* Proficiency in MS Excel
* Must be a team player

About The Popcorn Factory

For more than 40 years, The Popcorn Factory has delighted customers with flavorful popcorn and gourmet snack gifts. Headquartered in Lake Forest, Illinois, The Popcorn Factory specializes in making fresh-popped popcorn using the finest corn grown in the United States. Each kernel is air popped with unique flavors added using high-quality oil, including coconut, avocado and sunflower oil. Offerings include iconic gallon tins featuring exclusive designs as well as other unique packaging created for all celebratory and gift-giving occasions. The Popcorn Factory is part of the 1-800-FLOWERS.COM, Inc. family of brands. Shares in 1-800-FLOWERS.COM, Inc. are traded on the NASDAQ Global Select Market, ticker symbol: FLWS.

Our Commitment to Diversity

At 1-800-FLOWERS.COM, Inc., we seek to inspire more human expression, connection, and celebration -- for everyone. This means fostering a culture of inclusion where our team members, customers, and partners feel respected, valued, and empowered. We believe that embracing diversity, and celebrating the uniqueness of every individual, makes us a better company.