Customer Service Representative

4 weeks ago


Salt Lake, Utah, United States Groove Technology Solutions Full time

Customer Support Role Overview

Groove Technology Solutions is a leading provider of innovative technology solutions for the hospitality industry. As a Customer Support Representative, you will be part of a team that delivers exceptional customer experiences by troubleshooting programming and equipment issues, answering customer questions, and resolving claims, warranties, and service-related concerns.

Key Responsibilities

  • Provide accurate product information and serve as a knowledgeable resource for the customer.
  • Represent the customer and Groove, ensuring successful outcomes for both.
  • Troubleshoot technical equipment and programming by identifying root causes and offering appropriate resolutions.
  • Communicate with customers via phone, email, online chat, or social media to resolve inquiries or concerns.
  • Calmly resolve and de-escalate issues, while escalating to Tier 2 or a supervisor when needed.
  • Respond to assistance requests and handle credit card authorization processes.

Requirements and Qualifications

  • Minimum 1 year of recent customer service or call center experience required.
  • Strong PC navigation skills in a Windows environment and the ability to quickly learn Groove's service software.
  • Excellent interpersonal, organizational, and verbal/written communication skills.
  • Strong listening skills, professional phone manners, and ability to handle customer concerns tactfully in a fast-paced environment.
  • Ability to stay calm under pressure and multi-task efficiently.
  • Team player with a positive attitude, openness to constructive feedback, and conflict resolution skills.

Perks and Benefits

  • Compensation starts at $18/hr, with an increase upon promotion to Tier 2.
  • Technical training provided.
  • State-of-the-art, brand-new office located in Midvale, Utah.
  • Stocked kitchen, onsite gym (Peloton included), and onsite masseuse.
  • Comprehensive medical, dental, vision, and pet insurance.
  • Life insurance, long and short-term disability coverage.
  • 401K with employer match.
  • Generous company-provided physical and mental well-being program.


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