Customer Service Representative

7 days ago

UT United States Groove Technology Solutions Full time
About the Role

Groove Technology Solutions is a leading provider of innovative technology solutions for the hospitality industry, offering a wide range of services from DIRECTV, Internet, and Wi-Fi to video surveillance, phone systems, energy management, and other cutting-edge in-room technologies. As a company recognized as one of the Fastest growing companies in Utah and honored with awards for being one of the Best Companies to Work For in Utah, we foster a culture of innovation and continuous improvement.

Key Responsibilities
  • Provide comprehensive customer service by troubleshooting programming and equipment issues, answering customer questions, and resolving claims, warranties, and service-related concerns.
  • Use troubleshooting skills to ensure customers have the best experience with Groove.
  • 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
  • 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.
  • Previous experience with PC or technical troubleshooting is a plus.
  • Familiarity with Salesforce is a plus.
Perks & 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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