Paul Groover

Working with on-site technicians over the phone or through a messaging system to assist them in setting up our customer's services or resolving an ongoing customer service issue

Aiding customers on site with our technicians who are interested in making service changes and communicating to them the benefits of the services and products we are providing

Assisting fellow representatives and new hire
trainees by demonstrating correct practices and answering general and account specific questions,
working with company leadership to provide representatives with as much as possible to ensure their success

Handle and resolve customer escalations who are having service issues or general concerns

• Receive inbound calls from customers about billing questions and service issues
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Modified customer accounts to reflect the services and equipment requested to provide the best customer experience possible
• Mentored new hires and prepared them to take calls on their own, providing feedback to company leadership to help
  fellow agents understand their job responsibilities and improve overall metrics to strengthen the company

• Assisted customers in locating items, contributing to a positive shopping experience.
• Collaborated with fellow team members to complete daily tasks efficiently and effectively.
• Provided prompt assistance with customer inquiries or concerns, resolving issues professionally.
• Taking inventory and ordering products for departments to ensure we are properly equipped and ready each week

• Interview and build relationships with coaches and student-athletes to write previews and recaps of athletic events
• Import rosters and team stats provided by coaches through phone calls or email
• Take pictures and videos at various athletic contests to upload to our website and social media channels
• Answer phone calls from customers about upcoming sports events
• Generate and organize an area calendar which lists all of the sporting events in the Southern Tier