Job Description

Overview of the Role The Customer Care Generalist serves as a key point of contact for customer inquiries and support related to billing, service agreements, and account transitions. This role is especially critical in supporting property transitions—including the Cardinal Group portfolio—and ensuring a seamless experience for residents, staff, and property managers. What You’ll Do 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 Deliver empathetic and professional support, even during escalated or sensitive interactions What You Bring Must-Haves: 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 Experience in the property management or telecom/technology sector is a plus Nice-to-Have Empathy-driven approach to customer service Strong problem-solving skills Self-starter who takes ownership and follows through Comfortable navigating ambiguity during transition periods Why You’ll Love It Here Compensation starting at $17.00/hour, DOE Wellness perks, including free access to our in-house Psychologist for mental health support Robust benefits package: medical, dental, vision, pet insurance, 401(k) match A culture that values innovation, growth, and having fun while doing it Generous parental leave Who We Are We’re revolutionizing hospitality tech—offering everything from DIRECTV and Wi-Fi to video surveillance and energy management. Named a Top Workplace and one of the Fastest Growing Companies in Utah , we’re proud of our people-first culture and commitment to innovation. If you're ready to grow your career in a company that values excellence, join us in shaping the future of hospitality technology. Groove Technology Solutions

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