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Groupon, Inc

Customer Experience Expert

Groupon, Inc - Chicago, IL

Groupon is based in Chicago and operates in major regions globally. We are a local e-commerce marketplace where people discover and save on amazing things to do, see, eat and buy in their neighborhoods. We're enabling real-time commerce across local businesses, travel destinations, consumer products and live events. At the same time, we provide merchants with the resources and tools 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.

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?


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


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 1024x768 (1280x1024 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


10 days 22 hours ago

Groupon, Inc


Customer Experience Expert Groupon, Inc - Chicago, IL, United States


Location: Chicago, IL

Company Profile:
Groupon's mission is to become the world's commerce operating system. By connecting buyers and sellers through price and discovery, we have the opportunity to become one of the world's essential companies, a daily habit for our customers and merchant partners.