TRAVIS COHEN
Customer Support Representative Chicago, IL Joined: 2016
Travis’ in-flight customer service experience with Southwest landed him with the Customer Service team at Groupon, where he focuses on creating positive Groupon experiences for customers and merchants alike.

We see you’re a member of Pride@Groupon.  Why did you join?

I joined Pride@Groupon, initially, as a way to meet coworkers and network. I’ve met some really great people! I stay with Pride@Groupon because it gives me the opportunity to show customers and our business partners that Groupon truly values diversity. This employee resource group is just one more example of why Groupon a great place to work.

What’s your role in Pride@Groupon?

My role at Pride@Groupon is the Site Lead for Pride@Groupon in Chicago. This role is ever evolving; adapting to the needs and goals of our Pride@Groupon Chicago team. I coordinate events here at headquarters and serve as the contact person for internal and external contacts.

Volunteering in our communities is a high priority here at Groupon, and as Site Lead, I’m tasked with finding and/or creating fun and rewarding volunteer events that primarily serve the LGBTQ+ communities locally. “Community” is also one of Groupon’s core values. The Employee Resource Groups, in general, help foster the amazing culture that Groupon is known for. We try very hard to make sure that Groupon continues to be a great place to work for everyone.

How are you celebrating Pride Month?

Professionally, I am advertising Pride Month throughout the Chicago office and inviting all Groupon employees to celebrate with us by representing Groupon in this year’s Pride Parade.

Andersonville Midsommarfest in the Andersonville neighborhood, as well as, Pride Fest and Chicago’s Pride Parade in Boystown, all take place in the month of June. I plan to perform “quality control” tests at every beer tent I come to. Sometimes, several of these tests are required <wink>.

Additionally, in August, we have Market Days in the Lakeview/Boystown neighborhood. I particularly enjoy Market Days because it’s an art fair, music festival, and food fest all in one.  The merchants who participate in Market Days sell everything like funny t-shirts, incredible artwork, delicious food, and tasty craft beers.

What’s your favorite Groupon memory?

Riding the double-decker Groupon bus in last year’s Pride Parade. It was great to see how excited the onlookers were when they saw our parade entry. I was proud to be part of a company that seriously values diversity.

Tell us about your job! What do you do? What do you love about it? What does a typical day look like?

The Customer Support department in Chicago is comprised of specialty teams who handle customer contacts that have been escalated for further review. As a member of the Service Enhancement team, I get the opportunity to spend a little more time with our customers to make sure we are providing the best resolution possible for them, the merchants, and Groupon. The opportunity to turn an unhappy customer into a happy one creates brand loyalty, and that’s a very good feeling.

The Service Enhancement team also provides front-line service for campaigns that require a high degree of customer satisfaction. Right now, we are exclusively assisting the Costco Campaign. We are taking calls from customers who need assistance with everything from purchasing the deal on our site to walking them through the Costco membership registration process. These campaigns are rewarding because we get to interact with new or first-time Groupon customers.

What was your first impression of Groupon as an employer?

Fun and laid back! It all started with the initial phone interview. It felt like a conversation with a friend as opposed to a job interview. The in-office interviews were just as comfortable.

How does your work impact Groupon’s mission of building the daily habit in local commerce?

Whether it is speaking with a first-time customer or honoring a refund request as an exception to the refund policy, Customer Support Representatives have the ability to shape a customer’s perception of a company. A positive perception can lead to brand loyalty. My job as a Service Enhancement team member is to apply Groupon’s core values to customer resolutions: building lasting relationships.

What do your parents think you do?

My mom has asked me on more than one occasion, “How is everything over at Google working out? You seem to really like your co-workers.” I’ve gotten to the point where I don’t correct her anymore. She’s trying!

Where were you before you joined Groupon? How did you get here?

Before Groupon, I was a flight attendant for Southwest Airlines. The customer service skills I honed over 12 years at Southwest was a topic of conversation with my friend Phil, a fellow Grouponer, who suggested I apply at Groupon. The desire to not be away from home so much, specifically my dog Jax, lead me to seriously consider a change in my career. Almost two years later, here I am!