Customer Service Representative - Wolfe

About Us: 

Wolfe, located in Pittsburgh, PA, is a leader in the Gift Card and FinTech sectors, specializing in innovative gifting products and solutions for the past 25 years. Wolfe Solutions offer a comprehensive range of gifting services, including customizable gift cards, corporate gifting solutions, and advanced digital gifting platforms. We are the power and solution behind many gift card programs and large national merchants. Our consumer flagship brand is PerfectGift.com. Learn more about our company culture, core values, and industry recognition on our career page (https://www.wolfe.com/careers).

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. 

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. 

Additional Information: 

• This position requires weekend availability. 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: 

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 (Annual bonus)
• Medical, Prescription, Vision, and Dental insurance for employees and dependents (Wolfe pays 80% of premium)
• 15 days of PTO (vacation). 20 days after the 2-year anniversary. 25 days after the 5-year anniversary.
• 12 Paid Holidays plus 2 Floating Holidays
• 401(k)
• Tuition Reimbursement
  
• Employee recognition program
• Charitable Donation to a charity of your choice yearly
• Employee Referral Bonus
• Family Picnic, Holiday Party, and other outings
• Brown bag sessions to keep you informed on the company/industry
• Internal Culture Club
• Competitive compensation: Targeting the top 25% (75th Percentile) in the local market.

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Wolfe is an Equal Opportunity Employer.

Wolfe does not sponsor individuals for the purpose of obtaining H-1 Visas.