Learning and Development Specialist

Fanatics - Jersey City, NJ

Full-time - Mid Level

Jersey City, NJ

Food Services and Drinking Places

About the position

As a Learning and Development Specialist at Fanatics Betting & Gaming, you will be responsible for effectively onboarding new Customer Service Agents. This role involves preparing and delivering training sessions, ensuring agents are equipped to perform their roles successfully. You will work closely with the Learning and Development team and the Customer Service team to provide support and guidance to new hires, helping them integrate into the company culture and understand their responsibilities.

Responsibilities

• Deliver training to new customer service agents, presenting and facilitating sessions both in-person and virtually.
• Manage training group dynamics to ensure engagement and understanding.
• Partner with the training program manager and operations team to ensure 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 the quality assurance team in completing QA checks and gathering feedback to inform changes or improvements needed to new hire training.
• Spend 25% of your time acting as a Customer Service agent to stay updated with processes and expectations.
• Respond to customer inquiries via phone, email, and chat in a timely manner, assisting 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, managing local facilities management relationships and coordinating team 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 and a proactive approach to learning and building better solutions.
• Passionate about learning and development with a desire to learn more.
• Open to regular travel to events and other Fanatics offices.

Nice-to-haves

• Experience in a fast-paced, entrepreneurial environment.
• Team-first mentality with a willingness to do what it takes to get the job done.

Benefits

• Competitive salary range of $71.6K - $90.6K per year.
• Opportunities for professional development and training.
• Supportive work environment with a focus on team engagement.