Academic Client Services Representative, STR – Nashville, TN

CoStar Group•Nashville, TN

23h•Onsite

About The Position

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and real estate information, analytics, and online marketplaces. STR is the global leader in hospitality data benchmarking, analytics and marketplace insights for the global hospitality industry. STR delivers data that is confidential, accurate and actionable to empower our clients to strategize and compete in their markets. This role serves as a primary point of contact for universities in the onboarding process, guiding them through the application and contracting process, managing orientation activities for professors and students, and coordinating with other CoStar departments to ensure timely and accurate access. The representative will set clear expectations with customers by presenting timelines and requirements for onboarding, while following all internal procedures to create, send and track contract proposals. They will respond promptly and accurately to inquiries, via email or phone, to address customer needs, and manage and monitor case queues and group inboxes, routing emails to appropriate team members. Collaboration across departments is key to deliver a seamless experience for professors and students, proactively identifying and resolving any roadblocks. The role also involves acting as a trusted advisor, providing recommendations and guidance to support customer migration from legacy STR products to CoStar, and supporting the Director of CoStar Academic Engagement in administering certification and training programs. Additionally, the representative will review and process inbound custom data requests for research or classroom use, including validating the request, presenting options, and producing data exports – while maintaining data confidentiality. Updating onboarding and training materials as processes change and new features are available, and ensuring customer information is accurately entered and maintained in CoStar systems are also responsibilities. The role requires consistently evaluating current processes and sharing ideas for improvements with leadership.

Requirements

Bachelor's degree required from an accredited, not-for-profit, in-person college/university.
A track record of commitment to prior employers.
3+ years’ experience supporting customers in a client facing environment.
Proficiency using Microsoft Office (Excel, Word, PowerPoint), a Customer Relationship Management (CRM) system, or similar systems.
Proven ability to resolve customer inquiries in a timely manner with a high degree of accuracy.
Experience communicating with internal colleagues and external clients by phone, chat, and email.
Strong problem-solving, collaboration, and organization skills.
Ability to work effectively within a team environment as well as an individual contributor.

Nice To Haves

Experience following established processes to meet a deadline.
Strong relationship-building skills with internal colleagues and clients
Ability to thrive in a fast-paced environment while prioritizing multiple tasks
Comfort working across multiple systems simultaneously
1 + year hotel or real estate industry experience
1 + year experience working with universities and research institutions
Experience supporting data-intensive products or services
Adaptability to evolving processes and information

Responsibilities

Serve as a primary point of contact for universities in the onboarding process, guiding them through the application and contracting process, managing orientation activities for professors and students, and coordinating with other CoStar departments to ensure timely and accurate access.
Set clear expectations with our customers by presenting timelines and requirements for onboarding, while following all internal procedures to create, send and track contract proposals.
Respond promptly and accurately to inquiries, via email or phone, to address customer needs.
Manage and monitor case queues and group inboxes, routing emails to appropriate team members.
Collaborate across departments to deliver a seamless experience for professors and students, proactively identifying and resolving any roadblocks.
Act as a trusted advisor, providing recommendations and guidance to support customer migration from legacy STR products to CoStar.
Support the Director of CoStar Academic Engagement in administering certification and training programs.
Review and process inbound custom data requests for research or classroom use, including validating the request, presenting options, and producing data exports – while maintaining data confidentiality.
Update onboarding and training materials as processes change and new features are available.
Ensure customer information is accurately entered and maintained in CoStar systems.
Consistently evaluate current processes and share ideas for improvements with leadership.

Benefits

Generous compensation and performance-based incentives.
Internal training and tuition reimbursement.
Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
Life, legal, and supplementary insurance
Virtual and in person mental health counseling services for individuals and family
Commuter and parking benefits
401(K) retirement plan with matching contributions
Employee stock purchase plan
Paid time off
Tuition reimbursement
On-site fitness center and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Pelotons, personal training, group exercise classes
Access to CoStar Group’s Employee Resource Groups
Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks