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Learning and Development Specialist

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Fanatics

10d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration
  • Jersey City

AI generated summary

  • You need 3+ years in HR or L&D, a high school diploma, strong communication skills, teamwork, multitasking abilities, curiosity, a passion for learning, and the ability to obtain gaming licenses.
  • You will deliver training sessions, support new agents, monitor performance, assist with customer inquiries, manage local office logistics, and coordinate team engagement activities.

Requirements

  • 3+ years of experience in HR, Learning and Development, or Customer Service.
  • High-School Degree or equivalent.
  • Excellent presentation and communication skills. Experience publicly speaking and/or delivering training.
  • Strong interpersonal skills and ability to work as part of a team.
  • Ability to multitask and prioritize tasks effectively.
  • Curiosity, proactively seeking to learn more and build better solutions in service of a world-class customer experience.
  • Passionate about learning and development with a desire to learn more.
  • Open to regular travel to events and other Fanatics offices for various offsite and team meetings.
  • Thrives in an entrepreneurial, hyper growth environment where priorities evolve regularly and decisions are made quickly.
  • Team-first mentality, with a willingness to do what it takes to get the job done and a desire to strive for better.
  • MUST BE ABLE TO OBTAIN GAMING LICENSES FOR THIS POSITION.

Responsibilities

  • Deliver training to new customer service agents, presenting and facilitating sessions (in-person and virtually) in collaboration with the training program manager.
  • Manage training group dynamics to ensure engagement and understanding.
  • Partner with the training program manager and the operations team to ensure the training content is relevant and engaging.
  • Monitor agent performance throughout training and provide additional support, learning interventions, and feedback as needed.
  • Mentor new agents, providing answers to questions and offering feedback as you reverse shadow new agents throughout training.
  • Support quality assurance team in completing QA checks and gathering feedback, leveraging any insights to help inform any changes or improvements needed to new hire training.
  • Spend 25% of your time acting as a CS agent to ensure you’re up to date with processes/expectations of agents in service of your role in new agent training. During this time, you will respond to customer inquiries via phone, email, and chat in a timely manner, assisting them with sports betting product information, account management, and issue resolution.
  • Partner with the workplace experience team to act as the onsite community manager for the NJ office. As part of this work, you will be responsible for:
  • Managing the local FHI & JLL facilities management relationships
  • Raising & tracking Corrigo work order tickets
  • Managing the seating assignments
  • Coordinating the ordering of team lunches, snacks & office supplies for FBG
  • Leading the setting up of the NYC hosted FBG All Hands
  • Acting as a local owner/partner for NYC team & wider Team Engagement activities

FAQs

What is the primary responsibility of the Learning and Development Specialist?

The primary responsibility of the Learning and Development Specialist is to ensure that new Customer Service Agents are onboarded effectively into their roles, providing training and support to help them succeed.

Is this position remote or onsite?

This is an onsite position based out of our Jersey City, NJ office.

What kind of experience is required for this role?

A minimum of 3+ years of experience in HR, Learning and Development, or Customer Service is required.

What qualifications are needed to apply for this position?

Candidates should have at least a High School Degree or equivalent, along with excellent presentation and communication skills.

Will the Learning and Development Specialist have any customer service duties?

Yes, the specialist is expected to spend 25% of their time acting as a Customer Service agent, responding to customer inquiries to stay updated with processes and expectations.

Are there opportunities for travel in this role?

Yes, the specialist should be open to regular travel for events and team meetings at various Fanatics offices.

What skills are necessary for this position?

Essential skills include strong interpersonal abilities, multitasking, prioritization, curiosity for learning, and a team-first mentality.

What is the process for obtaining a gaming license for this role?

The candidate must be able to obtain gaming licenses as a condition of employment, though specific details about the process may be discussed during the hiring process.

How does the Learning and Development Specialist contribute to team engagement?

The specialist will act as the onsite community manager for the NJ office, managing relationships with facilities management, coordinating team activities, and supporting a positive workplace experience.

What is the company focus of Fanatics Betting & Gaming?

Fanatics Betting & Gaming focuses on building a leading global digital sports platform, offering products and services in sports betting, collectibles, and fan gear to enhance the experience for sports fans worldwide.

Technology
Industry
10,001+
Employees

Mission & Purpose

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.