• Job Description

  Req#: R28401

  Helping our customers have amazing experiences is the heart of everything we do.
  
  Are you the kind of person who can step into the shoes of an unhappy customer to calm them down? Are you a pro at multitasking? Do you enjoy working on complex customer problems? Then you should read on.
  
  Groupon is an experiences marketplace that brings people more ways to get the most out of their city or wherever they may be. By enabling real-time mobile commerce across local businesses, live events and travel destinations, Groupon helps people find and discover experiences––big and small, new and familiar––that make for a full, fun and rewarding life. Groupon helps local businesses grow and strengthen customer relationships––resulting in strong, vibrant communities. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success.
  
  The Merchant Services account management team provides one-to-one support to our merchants via Phone, email and chats, playing a vital role in directly impacting the reputation of Groupon. Though our business has scaled in volume and complexity, without Merchants we would not exist and we feel there should be people addressing any questions or concerns to ensure the marketing experience is best in class. Individuals that match well to our MO team have high degrees of empathy, patience, resourcefulness, and are business savvy

  
  You’ll spend time on the following:

  • You will respond to all customer and merchant inquiries, ranging from simple to complex by effectively defining customer needs and providing relevant solutions
  • You will manage verbal and/or multiple written customer requests/inquiries eloquently and efficiently
  • Use your interpersonal skills and ability to establish trust to approach problems logically and resolve customer issues
  • Respond to Incoming Phone calls, Emails and Chats from our current Merchants, ranging from simple usage questions to unique circumstances that come up with a specific offer
    Maintain adherence to company process, quality, and compliance.
  • Initiate an outbound Phone call/Zoom conversation with Merchant (when needed)
  • Resolve Merchant issues in a timely and consistent manner
  • Manage time and productivity to meet daily individual and team ticket targets.
  • Stay updated with the current internal ticketing system, customer portals, back office databases, Groupon redemption procedures, and specifics around different types of merchant features
    Manage time and productivity to meet and/or exceed daily targets at an individual and team level
  • Work effectively individually, as well as within a team in a call center environment
  • Thrive in a dynamic work environment

  
  We’re excited about you if you have:

  • Degree or equivalent
  • 1-2 years of previous professional experience in a customer service capacity, preferably in a high-volume environment
  • Experience using technology for Voice, email, chat, and phone in an environment that requires multitasking and multiple tools/software integration
  • Experience working with a diverse customer base preferred
  • You love problem-solving to help your customers have an excellent experience
  • You take an entrepreneurial approach to task management and take control and handle tasks independently
  • You communicate well on the phone, in text and in person and are able to understand and explain customer situations and solutions
  • You love building efficient and effective engagements - both for customers and merchants - and can diffuse even high-tension situations with ease
  • You have experience building rapport with customers and demonstrating strong interpersonal skills
  • Ability to work full-time and a willingness to work irregular hours or on rotating shifts
  • Ability to be comfortable in a desk-based office environment using a computer and phone during working hours
  • Ability to type 50 WPM or more with 90% accuracy or better is preferred

  Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace, click here. You can also find out more about us in the latest Groupon news as well as learning about our DEI approach. If all of this sounds like something that’s a great fit for you, then click apply and join us on a mission to become the ultimate destination for local experiences and services.

  Beware of Recruitment Fraud: Groupon follows a merit-based recruitment process without charging job seekers any fees. We've noticed an increase in recruitment fraud, including fake job postings and fraudulent interviews and job offers aimed at stealing personal information or money. Be cautious of individuals falsely representing Groupon's Talent Acquisition team with fake job offers. If you encounter any suspicious job offers or interview calls demanding money, recognize these as scams. Groupon is not responsible for losses from such dealings. For legitimate job openings, always check our official careers website at grouponcareers.com.

• About the company

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