Groove Technology Solutions · 19 hours ago
Customer Care Advocate
Raleigh, NC
Full-time
Onsite
Entry Level
$17/hr - $17/hr
2+ years expGroove Technology Solutions is revolutionizing hospitality tech, and they are seeking a Customer Care Advocate to serve as a key point of contact for customer inquiries and support. This role involves resolving customer support cases, managing open cases using a CRM system, and ensuring a seamless experience for residents, staff, and property managers during transitions.
Information Technology & Services
Responsibilities
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
Qualification
Required
2+ years of experience in a customer support, account management, or billing operations role
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
Preferred
Experience in the property management or telecom/technology sector is a plus
Empathy-driven approach to customer service
Strong problem-solving skills
Self-starter who takes ownership and follows through
Comfortable navigating ambiguity during transition periods
Benefits
Wellness perks including an onsite masseuse and mental health support
Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
Company
Groove Technology Solutions
Groove is your partner in property technology solutions to empower your customers to get the most enjoyment out of their stay.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Cory Luker
CEO
Lance Platt
President & CEO
Recent News
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