VIP Experience Coach
Colorado - Denver
Fanatics Betting & Gaming – Operations /
Salaried /
Hybrid
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.
The base salary range for this role is $61,000 per year - $89,000 per year, depending on job-related knowledge, skills, and experience. This role is eligible for the Fanatics Betting and Gaming and an equity award.
*Salary range is listed in USD; ranges will change based on country of residence
In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off and other benefits like GymPass, Pet Insurance, Family Care Benefits, Free Shipt deliveries, and more. We’ll also give you $500 to set up your home office!
For information about our benefits, please visit https://benefitsatfanatics.com/
Fanatics Sportsbook is seeking a VIP Experience Coach to enhance our Customer Service team. Reporting directly to the VIP Experience Manager, this role is vital in elevating our VIP customer service standards. As a VIP Experience Coach, you will specialize in coaching Customer Service agents, overseeing complex VIP cases, evaluating performance, and shaping our VIP service culture and procedures.
Responsibilities
- Provide targeted coaching and training to Customer Service agents to enhance their proficiency in handling VIP customers.
- Provide coaching and guidance on complex VIP cases, ensuring agents are equipped to handle high-level customer issues effectively.
- Regularly evaluate agent performance, offering constructive feedback and development opportunities.
- Conduct daily and weekly quality assurance on agents, ensuring consistent adherence to VIP service standards.
- Analyze trends and monitor cases to provide insights and reports to the Senior Manager.
- Develop expertise in VIP culture and service protocols, becoming the primary resource for training and guidance.
- Collaborate with the training team to develop content for VIP Standard Operating Procedures (SOPs) and training materials.
Skills and Qualifications
- Bachelor’s degree in Business, Communications, Hospitality, or a related field.
- 3-5 years of experience in a customer service setting, preferably with a focus on VIP or high-value customer interactions.
- Previous experience in a coaching, training, or similar role is highly desirable.
- Exceptional communication and interpersonal skills, capable of delivering effective feedback and training.
- Strong problem-solving skills with an aptitude for handling complex customer service scenarios.
- Proficiency in quality assurance and performance evaluation methods.
- Familiarity with the sports betting and gaming industry is advantageous.
- Data analysis skills to inform coaching strategies and identify service trends.
- Collaborative approach, with the ability to work closely with multiple teams.
- Flexibility to adapt in a dynamic and fast-paced work environment.
- Must be open to travel for team offsite's and events.
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. For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA
