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Ibex will create 400 jobs at its new customer service center in Wilkins

Ibex, a national customer service company with a longtime operation in Pittsburgh, plans to open another center this fall in Wilkins, employing an additional 400 people.

The company is building a 33,000 square foot facility in the Penn Center East office complex near the Monroeville Mall, with a target opening date of October 1.

Customer service representatives will make up the bulk of the 400 jobs, said Brad Jones, senior director of communications at ibex. The average salary for the positions will be around $30,000 per year.

Jones said this new facility, which represents an investment of $3.5 million, will use email, chats, calls and other communication methods to support companies that outsource their representatives.

“For a number of things that you would call a customer service line, we’re the people on the other end of that line,” Jones said.

In April 2020, Ibex closed a 440-person facility in Coraopolis, moving all of those positions to work-from-home status. The plan is to keep those positions far apart for now and hire the additional 400 people for the new facility, Jones said.

“Our long-term strategy is to bring this facility into service and continue to grow,” Jones said. “We also plan to expand and grow jobs through work-from-home status.”

Citing institutions such as Carnegie Mellon and the University of Pittsburgh, Jones said “the ability to track some of the tech-focused talent in the region” was a key reason ibex chose to expand. in Pittsburgh. Ibex entered the market in 2004.

No partnership has yet been finalized, but Jones said it’s possible universities will be involved in future job fairs to fill the new positions.

Jones said the ibex was “welcomed with open arms” by the Pittsburgh community.

Mark Anthony Thomas, president of Pittsburgh Regional Alliance, the economic development affiliate of the Allegheny Conference on Community Development, says his organization helped convince ibex to expand into Pittsburgh by showing the region’s economic trends supporting job growth.

“We are thrilled that ibex – a longtime member of the Pittsburgh business community – has doubled down on its commitment to the area,” Thomas said. “The announcement not only adds 400 new jobs, it also strengthens Pittsburgh’s position as a technology hub.”

Ibex operates 31 facilities internationally and employs approximately 24,000 people.

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