VIP Experience Coach in Fanatics

Job DescriptionThe 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 residenceIn 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. Show more Show less Должностной уровень Руководитель среднего звена Тип занятости Полный рабочий день Должностные обязанности Другое Отрасли Технологии, информационные средства и Интернет