Customer Service Representative
Groove Technology Solutions, Raleigh, NC, United States
What You’ll Do
Respond to and resolve customer support cases related to:
Billing and invoicing questions
Contract details and service agreement inquiries
Account or service transitions during property ownership/management changes
Monitor and manage open cases using our CRM system, ensuring timely resolution and clear documentation
Liaise with internal departments (Finance, Legal, Project Management, and Field Operations) to gather information needed to resolve issues
Maintain accurate customer records and ensure contractual obligations are reflected in service
Proactively follow-up on aging or escalated issues to drive resolution
Support onboarding and offboarding processes during portfolio transitions
Identify trends or recurring issues and suggest improvements to reduce case volume or resolution time
Daily, weekly, and monthly reporting upon key accounts
Deliver empathetic and professional support, even during escalated or sensitive interactions
What You Bring
Must-Haves:
2+ years of experience in a customer support, account management, or billing operations roll
Excellent written and verbal communication skills
Strong attention to detail and organizational skills
Experience with CRM platforms (e.g., Salesforce, Zendesk, etc.)
Ability to multitask and prioritize in a fast-paced environment
Comfortable working cross-functionally with various teams
Experience in the property management or telecom/technology sector is a plus
Nice-to-Have
Empathy-driven approach to customer service
Strong problem-solving skills
Self-starter who takes ownership and follows through
Why You’ll Love It Here
Compensation starting at $17/hr DOE
Wellness perks including an onsite masseuse and mental health support
A culture that values innovation, growth, and having fun while doing it
Who We Are We’re revolutionizing hospitality tech—offering everything from DIRECTV and Wi-Fi to video surveillance and energy management. Named a Top Workplace and one of the Fastest Growing Companies in Utah, we’re proud of our people-first culture and commitment to innovation. If you're ready to grow your career in a company that values excellence, join us in shaping the future of hospitality technology.
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Respond to and resolve customer support cases related to:
Billing and invoicing questions
Contract details and service agreement inquiries
Account or service transitions during property ownership/management changes
Monitor and manage open cases using our CRM system, ensuring timely resolution and clear documentation
Liaise with internal departments (Finance, Legal, Project Management, and Field Operations) to gather information needed to resolve issues
Maintain accurate customer records and ensure contractual obligations are reflected in service
Proactively follow-up on aging or escalated issues to drive resolution
Support onboarding and offboarding processes during portfolio transitions
Identify trends or recurring issues and suggest improvements to reduce case volume or resolution time
Daily, weekly, and monthly reporting upon key accounts
Deliver empathetic and professional support, even during escalated or sensitive interactions
What You Bring
Must-Haves:
2+ years of experience in a customer support, account management, or billing operations roll
Excellent written and verbal communication skills
Strong attention to detail and organizational skills
Experience with CRM platforms (e.g., Salesforce, Zendesk, etc.)
Ability to multitask and prioritize in a fast-paced environment
Comfortable working cross-functionally with various teams
Experience in the property management or telecom/technology sector is a plus
Nice-to-Have
Empathy-driven approach to customer service
Strong problem-solving skills
Self-starter who takes ownership and follows through
Why You’ll Love It Here
Compensation starting at $17/hr DOE
Wellness perks including an onsite masseuse and mental health support
A culture that values innovation, growth, and having fun while doing it
Who We Are We’re revolutionizing hospitality tech—offering everything from DIRECTV and Wi-Fi to video surveillance and energy management. Named a Top Workplace and one of the Fastest Growing Companies in Utah, we’re proud of our people-first culture and commitment to innovation. If you're ready to grow your career in a company that values excellence, join us in shaping the future of hospitality technology.
#J-18808-Ljbffr