Overview of the Role

The Customer Care Advocate serves as a key point of contact for assigned customer accounts, supporting both ongoing account needs and the end-to-end order and fulfillment process.

This role will have particular responsibility for supporting strategic accounts, coordinating customer orders from initial request through fulfillment and delivery. The Advocate will work closely with customers and internal teams to ensure orders are accurate, expectations are communicated, issues are resolved, and commitments are followed through to completion.

The role will also support customer inquiries related to billing, service agreements, account changes, and property transitions. Success in this position requires strong organization, communication, follow-through, and the ability to coordinate across multiple departments while maintaining a high level of customer service.

*This position requires you work in person at our Raleigh, North Carolina office* 

What You’ll Do

• Account Management & Customer Support
  • Serve as a primary point of contact for assigned customer accounts.
  • Build strong working relationships with customer contacts and understand their ongoing operational needs.
  • Respond to and resolve customer questions related to billing, invoicing, service agreements, account changes, orders, and fulfillment.
  • Maintain regular communication with customers regarding open requests, orders, issues, and next steps.
  • Proactively follow up on aging, escalated, or unresolved items to drive them through completion.
  • Support onboarding, offboarding, and account transitions associated with property ownership or management changes.
  • Deliver empathetic, professional, and solutions-oriented support during both routine and escalated interactions.
• Order Management & Fulfillment
  • Manage customer orders from initial request through fulfillment and delivery.
  • Review incoming orders for completeness and accuracy, including products, quantities, property information, shipping information, and other required details.
  • Enter and maintain orders in applicable systems and ensure accurate documentation throughout the order lifecycle.
  • Coordinate with Sales, Procurement, Finance, Warehouse/Logistics, Project Management, and other internal teams to move orders through fulfillment.
  • Track order status, product availability, backorders, shipment status, and delivery.
  • Proactively communicate delays, changes, missing information, or other fulfillment issues to customers and internal stakeholders.
  • Help resolve order discrepancies, shipping issues, product questions, returns, credits, or other post-order needs.
  • Maintain visibility into outstanding orders and ensure nothing falls through the cracks.
  • Identify recurring order or fulfillment challenges and recommend process improvements.
• Case & Account Administration
  • Monitor and manage open cases using our CRM system, ensuring timely resolution and clear documentation.
  • Maintain accurate customer, property, order, and account records.
  • Coordinate with Finance, Legal, Sales, Project Management, Procurement, Field Operations, and Support when additional information or action is needed.
  • Help ensure customer agreements, pricing, billing, and services align with what has been sold and ordered.
  • Maintain organized documentation of customer communications, decisions, and outstanding actions.
  • Provide daily, weekly, and monthly reporting for key accounts, including open orders, fulfillment status, outstanding issues, escalations, and other relevant metrics.
• Process Improvement
  • Identify trends and recurring customer, order, billing, or fulfillment issues.
  • Recommend improvements that reduce errors, shorten fulfillment and resolution times, and improve the customer experience.
  • Help develop repeatable processes for strategic accounts as Groove continues to grow.
  • Partner with internal teams to improve visibility and accountability throughout the customer and order lifecycle.

What You Bring

• Must-Haves
  • 2+ years of experience in customer support, account management, order management, fulfillment, customer operations, or billing operations.
  • Excellent written and verbal communication skills.
  • Strong attention to detail and organizational skills.
  • Ability to manage multiple customer requests and orders simultaneously without losing track of follow-up items.
  • Experience with CRM, order management, ERP, or similar business systems.
  • Strong ownership mentality with the ability to follow an issue or order through to completion.
  • Ability to prioritize effectively in a fast-paced environment.
  • Comfortable working cross-functionally with multiple departments.
  • Ability to communicate professionally with customers when orders, timelines, or expectations change.
• Nice-to-Have
  • Experience supporting B2B or strategic customer accounts.
  • Experience with order processing, procurement, logistics, or product fulfillment.
  • Experience with Salesforce or similar CRM platforms.
  • Experience in hospitality, property management, telecom, technology, or distribution.
  • Strong problem-solving skills and an empathy-driven approach to customer service.
  • Self-starter who takes ownership and follows through.
  • Comfortable navigating ambiguity and developing processes as business needs evolve.

Why You’ll Love It Here

• Wellness perks including an onsite masseuse and 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

Who We Are

We provide reliable property technology, including managed Wi-Fi, TV, phone, cabling, access control, and smart building solutions to hotels, senior living communities, and apartments. Guided by accountability, integrity, innovation, and exceptional support, we’re committed to creating better experiences for our customers and their guests and residents. Join us in living the Groove Way and shaping the future of property technology.