Groove Entertainment Technologies creates an experience of familiarity and quality of life for guests of the hospitality industry. With innovative, cost-effective technology, as well as a partnership with DIRECTV, Samsung, AT&T and Telkonet-Groove Entertainment Technologies delivers quality in room entertainment and technology to the hospitality industry. The Customer Support Representative (TSR) is responsible for supporting the core values of Groove Entertainment by providing comprehensive customer service through troubleshooting customers’ programming and/or equipment issues, answering customer questions, and resolving issues regarding claims, warranties and servicing products. Demonstrates world class customer relations and achieves a high level of quality results in a timely and efficient manner.
Job Duties
Provide accurate product information and serve as a knowledgeable resource for the customer, accurately representing the customer and Groove
Determine appropriate courses of action to ensure the result is successful both from a customer and Groove standpoint and document the interaction in Salesforce
Troubleshoot technical equipment & programming by identifying root causes and provide appropriate resolution
Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
Maintains and updates customer information as necessary
Calmly attempts to resolve and de-escalate any issues
Escalates calls to supervisor when necessary and appropriate
Responds to requests for assistance and/or possible processing of credit card authorizations
Tracks call-related information for auditing and reporting purposes
Provides feedback reports on call issues related to downtime and/or training issues
Other duties as assigned
Minimum of 1 year of continuous and verifiable employment
Minimum 6+ months of recent customer service, retail, or call center experience preferred
Ability to be effective in a light sales (upselling) environment
High level of PC navigation ability in a Windows environment with the ability to quickly learn the Groove service software systems
Excellent interpersonal, organizational and verbal and written communication skills required
Strong listening skills, professional telephone manner and ability to deal tactfully and effectively with customers in a fast-paced customer focused call center
Be patient with difficult customers and polite when interacting with customers service issues
The ability to work under pressure and multi-task
Ability to get along with others, accept constructive feedback and exhibit a positive attitude
Demonstrated passion for excellence with respect to treating and caring for customers
Ability to work effectively in a team environment and meet individual goals
Strong decision making and analytical abilities and deal with conflict resolution effectively
Ability to work and perform in a fast-paced environment within structured work guidelines
High school diploma or GED required and Must be able to type a minimum of 30 wpm
Ability to learn in a virtual style training environment and adapt to changing work requirements
PC and technical troubleshooting experience a plus
Previous experience with Salesforce a plus
401K + Match
Comparable Medical, Dental, Vision Insurance
Physical Requirements
Ability to sit for long periods of time
Ability to work at a computer station for extended periods of time
Ability to answer phones with or without the use of a headset

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