Customer Experience Expert

Job Description / Skills Required

OrderUp has a great opportunity for a Customer Experience Expert! Reporting to the Experience Manager, you will be joining a team of in-house or remote Customer Experience Experts. Joining a fast growing team and exciting company, you will be play a key role in the day to day operations of the customer experience team.

We're looking for you to:

Type fast. Real fast. Maybe not as fast as a court reporter, but you have to be quick to respond to the needs of customers, fellow Experts, and restaurants and you need to do it clearly and concisely.
Be amazing on the phone. Your attitude, your solutions, and your communication skills have to be top notch.
Be computer savvy. We’re not talking Steve Jobs here, but you should know basics and be comfortable working entire shifts in front of your computer.
Be flexible, and we’re not talking yoga poses. You have to be up for anything. It’s a fast changing market out there and we have to deliver results as we grow and expand.
Be a non-traditionalist worker. Gone are the 9-5 days. We work with customers all across the nation every day of the year. You have to be down with occasionally working crazy hours and holidays. Eating is a 24 hour business.
Be charismatic and maybe a little quirky. How else can you expect to win over customers and thrive in a partly remote workplace?
Responsibilities:

Answer inbound calls from restaurants and diners with regards to changes to their account and online content
Update restaurant and diner online content and account information
Document all calls accurately using ticket tracking system
Follow up with clients within specified time period to resolve open issues
Provide quality customer service on every ticket
Communicate clearly with in office and remote staff

Requirements:

Ability to work flexible schedule, to include nights, weekends, & holidays with proven track record of being reliable
Ideally have 2+ years of customer service or call center experience
A willingness to learn and adapt along with strong attention to detail
Good verbal and written communication skills to effectively communicate with customers and your team
Ability to work in office or remotely from home office. Must be a Chicagoland resident to train for 2 weeks your first month and then 2-3 days for progression (new skill training) over 2-3 months following.
*Home office capabilities – laptop with webcam, headset, reliable internet, etc.

*Home Office Requirements:

Subscription to a reliable, high-speed, hard-wired, bi-directional Internet connection, DSL or Cable
No satellite or wireless Internet service
3 Mbps downstream, or greater
USB Headset that plugs directly into your computer
A computer with Windows 7, Windows 8.1, or Apple Macintosh with OSX 10.7 Lion or above.
Minimum 20 GB free hard drive disk space
Minimum 6 GB RAM
Intel i3, i5, i7 processors or AMD equivalent.
Monitor with minimum screen resolution of 1024×768 (1280×1024 recommended)
If the program you are hired for requires a separate monitor, you need to have a 17 '" or larger monitor with your equivalent laptop output (HDMI or VGA) and applicable connector cable.
Sound card and speakers to listen to audio files
Current Anti-Virus software with updated definitions
Current anti-spyware software (SYKES Home recommends: SuperAnti-Spyware,EmsisoftAnti-Malware or Malwarebytes)
Firewall installed & operating -or- Windows firewall turned on
Google Chrome with Google Hangouts Plugin Installed
A webcam ( can be integrated into your laptop)
A usb headset. Logitech H390 or equivalent

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.