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Social Media (Customer Service) Specialist

Company: Fanatics
Location: Jacksonville
Posted on: May 27, 2023

Job Description:

Company Overview

Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative 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 over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores.

As a market leader with more than 18,000 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.


Under general supervision of the Social Media Manager, the Social Media Specialist will monitor, filter and respond to customer posts on Facebook, Twitter and other social channels. They will respond publicly in strict accordance to Brand engagement rules as well as privately when necessary and is responsible to discern when to hide posts that violate Brand page's rules. Must have strong writing skills and sense of urgency to stay on top of the volume to meet SLAs (Service Level Agreement) to achieve company goals.


  • Reviews and responds to comments concerning support issues made on our social channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community.
  • Engages social media commentary directly in carefully phrased social media responses seen by a broad audience.
  • 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 140 characters or less.
  • Follows up frequently with customers throughout the life of their complaint resolution.
  • Researches complex and escalated situations and recommends solutions.
  • Assists with other projects as needed. EDUCATIONAL REQUIREMENTS:
    • High School Diploma or GED required; Associate degree preferred
    • 3+ years of work experience in a call center environment preferred.
    • 2+ years of previous experience providing customer support via social media preferred. GENERAL KNOWLEDGE, SKILLS & ABILITIES:
      • Strong typing skills required. Typing speed of 30 words per minute required, 45 wpm preferred.
      • Working knowledge and proficiency using Personal Computers (PC specific, not MAC) including the skills necessary to understand and communicate with computers (hardware and software basics, file management, computer networks, email and the Internet). Experience with Microsoft Office (i.e., Word, Excel, Outlook, etc.)
      • Excellent verbal, written and interpersonal communication skills.
      • Advanced ability and efficiency with grammar is a necessity.

        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

Keywords: Fanatics, Jacksonville , Social Media (Customer Service) Specialist, Advertising , Jacksonville, Florida

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