Digital, Customer Service Representative (Bilingual)

| Chicago

 

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’s mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through thriving small businesses by connecting people to a vibrant, global marketplace for local services, experiences and goods. In the process, we’re positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.

Our Customer Service (CS) teams play a vital role in Groupon’s brand value and reputation by providing support to our current and future customers. Whether it's over chat, email, or phone, our teams handle customer queries (big and small) to help solve problems and diffuse tricky situations.

The Digital Customer Service Representatives are responsible for the direct and indirect communications with customers on  Channels such as: (Facebook, Twitter, Reddit, Tumblr, Wordpress, Instagram, etc), Groupon Q&A pages and community forums. This position requires a strong balance of customer service know-how, suave PR moxie, and comfortability making difficult judgment calls with customers 1:1 but also via public digital environment.  

In addition to the digital services, there will be a strong focus on Value Added Service (VAS) such as customer Engagement & Growth (specifically for our Spanish speaking North American customers). Part of you daily tasks will be activation treatments to prospect and new customers. Additionally you will focus on inbound and outbound retention treatments to at risk customers. Finally, you will also contribute to our growth initiatives by providing relevant deal recommendations and upsell customer on other revenue generating solutions

Responsibilities:

  • Provide support for all digital channels for our Groupon customers.
  • Service all user-generated content in line with company policy for each digital community.
  • Resolve customer issues on digital community pages and our CRM system.
  • Collect data and track all communications in our CRM system and Social Media tool.
  • Manage the Executive Response Team (ERT) queues.
  • Identify and escalate urgent and/or potentially damaging issues to stakeholders
  • Collaborate with other departments to report trends, address poor customer experiences, and coordinate improvement plans
  • Adeptly de-escalate negative situations, hide inappropriate/spam messages
  • Route issues to appropriate PR, Fraud, and other teams
  • Engage with positive comments providing educational and/or revenue generating content, including deal recommendations and refer a friend program
  • Publish content, alerts, and relevant information to our customer base on CS owned social community pages
  • Drive Value Added Service (Engagement & Growth) with a specific focus on the Spanish speaking North American customers.
  • Provide activation treatment to prospect and new customers.  Treatment will include providing welcome messaging, issue resolution, education on working with Groupon and relevant products/benefits, providing policy exceptions and incentives with the end goal of activating this segment and setting them up to become future high value customers
  • Provide inbound and outbound retention treatment to at risk customers.  Treatment will include diagnosing root cause issues, resolving issues, offering products/solutions and in some cases, offering incentives with the end goal of retaining and re-engaging customers.
  • Provide relevant deal recommendations and upsell customer on other revenue generating solutions including loyalty programs and Groupon+.

Requirements:

  • Bilingual Spanish-English
  • 1+ years experience in customer service and/or contact center sales with high performance
  • Excellent writing and language skills
  • Tier 2 level representative; this translates to strong problem solving and consultative skills (empathy, active opportunistic listening, able to assess customer mood/temperature, conduct needs assessment, able to position the pitch/recommendation, able to Probe/Rebuttal/Handle objections and excellent in time management)
  • Excellent 'Social Media' Cultural Reading Comprehension and Writing Style for English and Spanish
  • Excellent track record of meeting or exceeding goals
  • Skills, Competencies and Required Knowledge (Certifications, Languages, Training)
  • Demonstrate strong grasp of Social Media platforms, etiquette, and emerging trends
  • Comfortable in high-pressure situations requiring public correspondence
  • Possess the ability to identify potential negative engagement and provide quick resolutions
  • Ability to thoroughly comprehend and utilize internal Groupon CS processes and policies

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • FluxLibraries
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    • DjangoFrameworks
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Location

Our headquarters is nestled alongside the Chicago River in the bustling River North neighborhood, close to both blue and brown line CTA trains.

An Insider's view of Groupon

How would you describe the company’s work-life balance?

Groupon provides an environment where I can strive for maximum work-life effectiveness, room for growth, and there is always something new to do. I enjoy spending lots of time at work because I love what I do; the hours are not burdensome, Groupon fits me. I define success in my own terms & Groupon provides us with the flexibility to be successful.

Milan

Senior Manager of Operations

What kinds of technical challenges do you and your team face?

We are working on arriving at the optimal attribution models across different areas of our business. For example, the attribution of a purchase to a specific experience — a home page feature, an email, a push notification — likely has a different window of time where we can reasonably say a specific purchase is a result of a specific experience.

Kristi

Data Scientist

How has your career grown since starting at the company?

Here at Groupon, what you do matters. I got my start at Groupon as an intern and have had the opportunity in the past (almost) 5 years to build out a global volunteer program that has engaged over 5,000 employees in over 63,000 hours of service supporting the work of close to 650 nonprofit organizations.

Alicia

Program Manager, Employee & Community Engagement

What projects are you most excited about?

Recently, we committed to having 100% of our job descriptions reviewed for gender balance by the end of 2018. Also for 2018, work will continue with our Employee Resource Groups, who play a pivotal part in the attraction and selection of diverse top talent, and themselves can be developed and promoted into company leaders.

Carlos

Head of Diversity Recruitment

What are Groupon Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Recreational Clubs

Additional Perks + Benefits

Fitness benefits. Free office shuttles. Paid parental and family leave. Comprehensive sales training program. Sense of joy. Onsite cafes. Unlimited Routine Time Off (RTO). Flexible spending accounts. Life & AD&D insurance. 401(k). Disability coverage.

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