Customer Service Representative presso Wolfe

About Us

Recognized among Pittsburgh's 2024 Top Workplaces and Fastest-Growing Companies, Wolfe has been a leader in the Gift Card and FinTech sectors for over 25 years. We power gift card programs for national merchants like KFC. Our flagship consumer brand, PerfectGift.com, enables customers to create customized gift cards. Learn more about our company culture, core values, and industry recognition on our career page (https://wolfe-llc.breezy.hr/).

Role Summary

Are you passionate about helping others and thrive in a fast-paced environment? Join our team as a Customer Service Representative where you’ll be at the heart of delivering exceptional service to our valued clients. Based in our stunning Pittsburgh Headquarters, you’ll manage ticketing and call support, using your excellent communication skills and keen attention to detail to make a real impact. If you’re ready to be part of a dynamic team that values your contributions and offers a supportive work environment, we’d love to meet you!

Responsibilities

• Provide ticketing and call support for all Wolfe Companies’ brands such as PerfectGift.com, Gift Card Granny, GIftya, and more
• Handle a high volume of phone calls and emails daily.
• Use ticketing systems effectively, ensuring all interactions are thoroughly documented.
• Conduct thorough investigations and maintain excellent note-taking practices.
• Communicate with clients primarily via telephone and email.
• Collaborate with team members through Slack, phone, and email for training and support.

Impact Statement

Success in this role will be measured by, but not limited to, the following outcomes within your first 12 months:

• Maintain a high Customer Satisfaction Score - CSAT 90% +
• Achieve a One Touch resolution of 75% +
• Drive consistent resolution Times maintaining an average of:
• Under 7 mins Reply Time
• Under 10 mins Resolution Time (excluding client delays)
• Under 70 minutes Full Resolution Time
• Aim to resolve calls in under 8 mins (Average call time)
• Consistently meet Quality Assurance metrics in excess of 98% QA scores

Qualifications

• Language: Proficiency in English is required; Spanish language skills are a plus.
• Call Handling: Ability to manage and prioritize multiple phone calls effectively.
• Attention to Detail: Strong focus on detail to ensure accurate and thorough investigations.
• Ticketing System Software: Experience with ticketing systems (Zendesk is a bonus but not essential).
• Customer Service: Proven track record of providing exceptional customer service.
• Team-Oriented: Ability to work collaboratively within a team and contribute to a positive work environment.

Compensation & Benefits

Wolfe is committed to providing a comprehensive benefits package to support your well-being, along with competitive compensation targeting the top 25% (75th percentile) in the local market. Our benefits and perks include but not limited to:

• Restricted Stock Units (RSUs)
• Profit Share
  
• Medical, Prescription, Vision, and Dental insurance for employees and dependents (Wolfe pays 80% of premium)
• Short-Term Disability Insurance (Wolfe pays 100% of premium)
• Voluntary Long-Term Disability Insurance, Life Insurance, Critical Illness Insurance, Accident Insurance, and Hospital Indemnity coverage
• PTO (vacation)
• Corporate Holidays
• 401(k)
• Employee recognition program
• Charitable Donation to a charity of your choice yearly
• Employee Referral Bonus
• Tuition Reimbursement
• Internal Training and Information sessions
• Family Picnic, Holiday Party, and other outings
• Internal Culture Club

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Wolfe is an Equal Opportunity Employer.

Wolfe does not sponsor employment visas.