Job Description

Customer Service Representative at WOLFpak

Full Time (Potential) – Onsite in Costa Mesa, CA

Initial Contract: $173.07/day (Three-Month 1099 Contract)

Potential Full-Time Pay Range: $40,000 - $50,000 per year

Company Description:

WOLFpak, a family-owned backpack brand, began its journey in 2020 from a humble garage in Southern California. In just four short years, it has grown into a globally recognized name, thanks to the founders’ relentless drive and vision. Known as a trendsetter in the market, WOLFpak offers innovative designs with a stylish twist and a range of fresh colorways. Their signature personalized patches let you express your individuality, while their bags seamlessly blend cutting-edge design with the ability to tell your story and carry your gear. For more information, check WOLFpak.com

Role Description:

This is a full-time, on-site role as a Customer Care Representative at WOLFpak in Costa Mesa, CA. The Customer Care Representative will be the primary point of contact for our e-commerce customers, providing exceptional support via email and other digital channels. The ideal candidate is a highly organized, detail-oriented individual with excellent written communication skills and a passion for providing outstanding customer service.

Responsibilities:

• Respond to customer inquiries and resolve issues promptly and professionally via email.
• Provide accurate and helpful information about WOLFpak products, policies, and order status.
• Process orders, returns, exchanges, and cancellations.
• Investigate and resolve shipping issues, product defects, and other customer concerns.
• Escalate complex or sensitive issues to the appropriate team members.
• Maintain detailed records of customer interactions and resolutions in our CRM system.
• Identify trends in customer inquiries and provide feedback to improve our products, policies, and website.
• Proactively address customer concerns and seek opportunities to improve the customer experience.
• Adhere to company policies and procedures.

Qualifications:

• 1+ years of experience in customer service, preferably in an e-commerce environment.
• Exceptional written communication skills, including grammar, spelling, and punctuation.
• Strong problem-solving and analytical skills.
• Ability to work independently and manage time effectively.
• Proficiency with computer systems and software, including CRM systems, email platforms, and Microsoft Office Suite.
• Ability to learn new software and systems quickly.
• Positive attitude, empathy, and a passion for helping customers.
• Knowledge of the athletic and fitness industry is a plus.

Skills:

Customer Service, Email Communication, Written Communication, Problem Solving, CRM Systems, Time Management, Organization, Active Listening, Empathy

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