GENERAL RESPONSIBILITIES: 

• Take the field on one of our 900 social channels with the speed and agility of a star athlete, ensuring every interaction is timely, friendly, and professional—creating experiences that fans will never forget.
• Recognize the power of acknowledging, educating, and connecting on all sentiments to publicly strengthen our beloved brand.
• Dive into social media platforms with the passion of a gear-obsessed fan, representing our fans’ interests with every post. Understanding that your responses reach a broad audience and have a significant impact on our brand.
• Maintain the highest level of professionalism while tackling sensitive issues, demonstrating personal accountability, and taking ownership.
• Stand shoulder to shoulder with fans, sharing their passion. Show empathy while delivering thoughtful and prompt resolutions, scoring points with every interaction, creating a win-win for all.
• Embrace the enthusiasm evident in each interaction to enhance connections with all fans. Regardless of on-field outcomes or the plays made, our unwavering support is consistently available to each fan.
• Keep your focus sharp on the Fan Experience. You’re not just a fan of fans; you’re a fan yourself, building the brand alongside them.
• You’re a storyteller and creating engaging and authentic content is in your veins.
• Acts as the go-to teammate for Fanatics Fans, tackling orders and inquiries head-on to score a win-win solution every time.
• Champions the highest standards of compliance and respect for our fans’ personal information.
• Assists fans with all order needs and questions, provides updates, suggests alternatives, and score big on building connections with Fans to make our brand a fan favorite.
• Put your creative playbook into action, using authentic writing skills to craft emotional connections that have fans loving our brand.
• Prepared to go the distance with a winning attitude, ready to cover diverse shifts to ensure we’re there for our fans when they need us most. Just like the game, social media never sleeps, and neither do we
• You embody the spirit of “teammate,” always ready to go the extra mile and put in the hours needed to meet our fans’ needs.
• Champions a supportive, growth-oriented culture among all team members, rallying everyone to continually elevate their game.
• You’re fan-obsessed, always keeping a close eye on the scoreboard to ensure our fans are consistently winning. This means you know exactly what’s expected of you on every play, every down, and beyond
• You consistently think from the team owner’s perspective, with a natural curiosity and a coach’s mindset, challenging and transforming the fan experience. Balancing quick decisions with what’s right for the fans is second nature to you.
• Elevate our game and the fan experience by being someone who says what they’ll do and then does it. Be the person who just gets it done!

**Please Note:  The responsibilities described herein are intended to be general in nature and do not represent an all-inclusive list of duties and tasks.

EDUCATION & EXPERIENCE: 

• College degree required.
• Strong preference for candidates with knowledge of sports history, teams, and leagues. You are sports-obsessed and have a passion for building connections with fans.
•  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).
• Understand social media platforms, their functionalities, and their unique uses across the social landscape. Possess social listening skills and experience in building keyword queries.
• Multi-lingual candidates are a plus (preferred Spanish, French and German)
• Excellent verbal, written and interpersonal communication skills.
• Good Decision Making and Critical Thinking Skills – taking calculated risks?
• Comfortable taking calculated risks, adapting quickly in a fast-paced, complex environment. Can adjust and execute the play when your number is called.
• Demonstrates a team-first mentality, taking ownership and embracing the ups and downs of every fan’s journey with us in every interaction, just like a true athlete on the field.
• Advanced knowledge of Excel, strong verbal, written, and presentation skills
• Strong analytical reasoning and problem-solving skills