Groupon
Company: Groupon, Chicago, IL
Company Description: Groupon, which launched in November 2008 in Chicago, features a daily deal on the best stuff to do, eat, see and buy in 47 countries around the world. Groupon uses collective buying power to offer huge discounts and provide a win-win for business and consumers, delivering more than 1,000 daily deals globally.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year
Nomination Title: Joey Romaine, Customer Service Role Model and Innovator
Tell the story about what this nominee achieved since the beginning of July 2010 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Groupon offers unbeatable deals on the best services, experiences and goods in
47 countries. As the fastest growing company ever, Groupon has pioneered the
industry of e-commerce. Our multifaceted business model is constantly evolving
to meet the needs of two sets of customers: consumers who purchase Groupons and
merchants who have varying experience using social media and the internet
Consequently, the responsibilities of a Groupon Customer Service Representative
are vast and unpredictable.
Joey Romaine is the model of a Groupon Customer Service Rep, and it's because of
his unwavering empathy, enthusiasm, and leadership that the phrase “to throw a
little Romaine on it" has become a part of our department’s vernacular. Joey's
personal problem-solving tactics have helped mend meaningful relationships with
merchants and customers alike, all while boosting the morale of our 300+ person
department.
In September of 2011, Groupon featured a deal for an 18-inch pearl necklace.
Though over 40,000+ customers purchased this deal, there was skepticism over the
necklace’s advertised value ($450). Customer concerns were mounting, and it
seemed unlikely we could rectify the situation without offering mass refunds.
Unsatisfied with simply refunding these customers without delivering what was
initially promised, Joey went far outside his job description to develop a plan
to ease existing concerns and aim to satisfy all 40,000+ customers.
Joey took the pearl necklace to several jewelers in Chicago for multiple
appraisals. This, coupled with the many hours he spent on the phone attempting
to maintain a positive relationship with the business, meant countless 14-hour
workdays.
Ultimately, Joey saved both Groupon and the featured merchant over $2,000,000.
Less than .5% of customers were refunded for this deal, and a potentially
tenuous relationship with the merchant became an overwhelmingly strong and
positive one. The merchant is currently scheduled to run 40 more deals with
Groupon.
To Joey, this steadfast work ethic is nothing remarkable. He considers it the
least he can do to satisfy the customers and merchants who put their faith in
Groupon. While challenged, he finds it a privilege to field the more difficult
calls that his peers often struggle with.
One customer sent us a brief "Hello" to see if a real, live person would
respond. Joey responded immediately and assured her that he was, in fact, made
of flesh and blood. Her next response included lamentations about recent
relationship troubles with her boyfriend. When she asked Joey for advice, he
responded with encouragement, well wishes, and some Groupon credit to buy
something fun for herself.
This intangible level of service, the kind that cannot be displayed in charts or
graphs, is precisely what makes Joey the ideal Groupon Customer Service Rep. As
our beacon of morale and positivity, Joey exudes nobility and pride in the work
he does, as thankless as it may often be. In a department that has added more
than 280 employees since he started working here, it is exciting to see what an
impact this individual has made. Spend any time in a Groupon call center and
you're likely to hear one rep say to another, "Throw a little Romaine on it."
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
Provide a brief (up to 100 words) biography about the nominee:
Total 82 words used.
Name: Joey Romaine
Title: Customer Service Representative
Years at Groupon: 1.5
Originally from the great state of sunshine and oranges, Joey Romaine has been a
Customer Service Representative with Groupon since May 2010. Recently focused on
Groupon Getaways, where he tackled the tribulations of travel deals, Joey now
serves Groupon Goods purchasers one deal at a time. A student of Performance and
Acting at Chicago’s arts and media-focused Colombia College, Joey often hits the
stage at improv theaters around town.