Associate Client Escalation Specialist

CoStar•Richmond, VA

3d•Onsite

About The Position

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate. CoStar is the global leader in commercial real estate information, analytics and news. Commercial Real Estate industry professionals around the globe use CoStar to access the most comprehensive data to make decisions with confidence. CoStar delivers immediate, verified commercial real estate information on over 5.9 million properties across every market. Learn more about CoStar. CoStar delivers real-time, verified commercial real estate data that helps clients confidently spot great opportunities and make smart choices ahead of competitors. By combining the power of CoStar’s independent research organization – the industry’s largest – with global data delivery, software, and application solutions, clients can act on opportunities with confidence. As a CoStar Associate Client Service Escalation Specialist, you will be responsible for supporting and managing escalations while maintaining the relationships between departments and servicing client needs by providing professional, efficient, helpful and courteous support via CoStar’s Call Centers so that our customers have a productive and enjoyable experience and in turn will renew their subscriptions on the CoStar suite of products and services. In this role, you will be the escalated representative for all customer issues answering calls/emails from CoStar’s customers and internal employees on a wide variety of issues.

Requirements

Minimum of 1 year as an Associate Tenant Researcher, Associate Multifamily Researcher or in a Customer Support role
Bachelors’ degree from an accredited, not-for-profit University or College
Experience in customer service, building rapport over the telephone and overcoming objections

Responsibilities

Be the customer’s and/or internal employees’ point of contact for any escalated questions related to our products, research, billing, etc.
Answer incoming calls; diagnose technical and application calls from customers and internal employees to ensure that the customer’s need have fully been satisfied
Second tier of support for internal employees. Take escalated calls and provides consultation on policies and procedures as well as technical support for CoStar products and applications. Provide internal employees direct feedback after case resolution
Own the question or issue until it is resolved to make sure the customer’s experience is a good one
Use negotiation and excellent customer service to handle escalated calls from internal employees and clients
Provide product knowledge and skills training on a one-to-one basis with internal employees and/or clients
Support sales colleagues to ensure the highest standard of customer service is maintained
Assist clients with usage of application including problem-solving application and network-related issues and running complimentary standard reports when customers need them and are unable to access our program(s) for technical reasons
Tracks and coordinates escalated customer issues which require management response. Ensures follow-up and all concerns for possible trending analysis. Proactively recognize and alert others to trends impacting customer service
Enter actions for all client contact in Enterprise including notes detailed enough that subsequent users can track your actions
Diagnosis and resolve software program problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action
Responsible for researching, replicating, performing root cause analysis and providing feedback for product issues reported by customers. Researches and communicates new solutions based on client needs / requests
Responsible for providing exhaustive and complete troubleshooting
Promote teamwork and cooperative effort

Benefits

generous compensation and performance-based incentives
internal training
tuition reimbursement
an inter-office exchange program
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