Bilingual French/English Associate Client Escalation Specialist

CoStar Group•Richmond, VA

11d•Onsite

About The Position

CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. As an 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. Your goal is to ensure customers have a productive and enjoyable experience, leading to subscription renewals. You will act as the escalated representative for all customer issues, handling calls and emails from both customers and internal employees regarding a wide variety of topics.

Requirements

Minimum of 1 year in Research or in a Customer Support role.
Advanced proficiency in oral and written communication in both French and English.
Bachelor's degree from an accredited, not-for-profit University or College.
Experience in customer service, including building rapport over the telephone and overcoming objections.

Responsibilities

Serve as the primary point of contact for escalated questions related to CoStar products, research, and billing.
Answer incoming calls and diagnose technical and application issues for customers and internal employees.
Provide second-tier support for internal employees, offering consultation on policies, procedures, and technical support for CoStar products and applications.
Provide direct feedback to internal employees after case resolution.
Own customer issues from start to finish to ensure a positive customer experience.
Utilize negotiation and excellent customer service skills 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 maintain the highest standard of customer service.
Assist clients with application usage, including problem-solving application and network-related issues.
Run complimentary standard reports when customers need them and are unable to access programs for technical reasons.
Track and coordinate escalated customer issues requiring management response, ensuring follow-up and identifying potential trends.
Enter detailed notes in Enterprise for all client contacts, allowing subsequent users to track actions.
Diagnose and resolve software program problems with malfunctioning equipment or software applications, recommending corrective action.
Research, replicate, perform root cause analysis, and provide feedback for product issues reported by customers.
Research and communicate new solutions based on client needs and requests.
Provide exhaustive and complete troubleshooting.
Promote teamwork and cooperative effort.

Benefits

Generous compensation and performance-based incentives.
Internal training.
Tuition reimbursement.
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.
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.