Description

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.

• 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.

• 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

• 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

About Wolfe, LLC