Call Volume, Communication Skills, Consumer Branding, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Dental Insurance, Detail Oriented, English Language, Establish Priorities, Fast Food, Gift Management, Leadership, Multilingual, Non-Profit Funding, Prescription Drugs, Process Improvement, Service Delivery, Slack, Spanish Language, Team Player, Telephone Skills, Tuition Reimbursement, Vision Plan, ZenDesk
Description
About Wolfe
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 partner with national brands such as Pizza Hut, KFC, Pandora Jewelry, Kendra Scott, Wawa, Journeys and others to manage their gift card programs. Our flagship consumer brand, PerfectGift.com, enables customers to create customized gift cards. We are a fast-paced environment, like kayaking down a white-water river, not canoeing on a lake.
About The Role
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.
Qualifications
- Language: Proficiency in English and Spanish is required
- 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.
Impact Statement
- CSAT: ensure that all customer-facing teams are focused on delivering exceptional service, with the goal of maintaining a Customer Satisfaction (CSAT) score of 90% or higher. This will be achieved through regular training, real-time feedback, and continuous process improvement.
- ONE TOUCH %: Our aim is to resolve at least 75% of customer inquiries in a single interaction (“One Touch Resolution”). This reduces customer effort and increases satisfaction.
- REPLY AND RESPONSE TIME: To enhance the customer experience, we will drive consistent and efficient resolution times across all channels.
Additional Information
- The holiday season is the busiest time of year for our industry, and there is a PTO blackout period during this time. Additionally, the role requires availability outside of normal business hours and weekends.
- The role offers opportunities for growth within the company, including potential leadership positions.
Compensation, Benefits, and Perks
Wolfe is committed to providing a comprehensive benefits package to support your well-being, along with competitive compensation. 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 and sick time)
- Corporate Holidays and Floating 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