Customer Service Data Analyst

Company Overview Fanatics is building the leading global digital sports platform to ignite and harness the passions of fans, and maximize the presence and reach for hundreds of partners globally. Leveraging 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 the global leader for licensed sports merchandise to now becoming a next-gen digital sports platform, featuring an array of offerings 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, a transformative company that is building a new model for the hobby and giving collectors an end-to-end collectibles experience; and Fanatics Betting & Gaming, a mobile betting, gaming and retail sportsbook platform. Additional ventures that will build out Fanatics’ footprint across the broader digital sports landscape will be rolled out soon.  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 8,000 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.          About the Team At Fanatics, our business is handled “By Fans, For Fans.” When a customer needs help with an order, we know that the right people to help are true fans themselves. Our Fan Services team is dedicated to the highest quality customer experience ensuring that the needs of our Fans are not only met, but exceeded at every turn. Shaping a world-class Fan Experience is what we strive for daily. We are a team that instills ownership at all levels of the organization and has a passion for Our People, Our Processes, and Our Fans. This role is especially focused on synthesizing data that provides potential action items for optimizing various value streams of the customer experience.  You will analyze data covering a wide range of information from customer profile to customer retention/loyalty, to product profitability and customer service performance analytics. This role will also partner closely with cross-functional teams ranging from customer service analytics, operations fulfillment, logistics, and sales/marketing to help deliver meaningful insights that support compelling storytelling through data. Identify new patterns through data mining. Conduct hypothesis driven exploratory analysis, bring insights into a structured communication / presentation to cross functional teams. Create / automate customer segments, campaign and initiative specific performance reports. Work with large volumes of data; extract, manipulate and analyze large datasets using tools such as SQL, Tableau, Redshift, Microstrategy, Power BI and/or R. GENERAL DUTIES & RESPONSIBILITIES: •Perform interaction monitoring and provides trend data to site management team •Use quality monitoring data management system to compile and track performance at team and individual level •Provide actionable data to various internal support groups as needed •Prepare and analyzes internal and external quality reports for management staff review •Leverage technology, data sources and systems to support data management activities, to improve and maximize department efficiency, and effectiveness •Supports leaders with data-related tasks and report building •Create reports and data visualizations to guide decision-making across the operational and customer experience teams •Communicate your findings effectively to anyone in the company from executives to Operational managers and IT teams •Work with internal and external departments to identify friction points in current processes and suggest streamlined alternatives •Proactively assist fans to ensure a positive fan experience, through inbound and outbound contacts •Field calls, emails, and chat message request from customers who have questions, comments, or complaints about our products and services •Provide first contact resolution with a great experience •Maintain the highest level of PCI compliance and sensitivity to personal customer information •Must be flexible to work various shifts •Home internet 2mbps download speed minimum and a dedicated space required for applicable work from home opportunities •Assume additional responsibilities as needed PAY AND BENEFITS:  •40% discount on Fanatics merchandise  •Eligible for annual tuition reimbursement of up to $3,000 after 1 year of employment  •Discretionary Time Off  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.