Finance Customer Contact Center Specialist, CoStar Group - Richmond, VA

CoStar Group•Richmond, VA

5d•Onsite

About The Position

CoStar Group is seeking an energetic, highly motivated individual to join its growing Finance Customer Contact Center team. This role is ideal for someone who thrives in a fast-paced environment, can balance multiple priorities, and has a keen focus on results. The Finance Customer Contact Center Specialist responds to client and stakeholder inquiries regarding the Order-to-Cash process, including invoicing, billing, contracts, and other financial matters. This role requires critical thinking, patience, and effective communication skills to understand customer needs, answer questions, and provide a positive customer experience. The specialist will use company CRM tools to gather and evaluate data to handle, process, and troubleshoot requirements. Proficiency in written and verbal communication is essential for interacting positively, assertively, effectively, and in a timely manner with internal and external contacts. The goal is to promote and deliver a "World-Class" experience with every interaction. The specialist will collaborate with various departments, including Sales, Billing and Contracts, Accounts Receivable, Cash Applications, Collections, and Customer Care/Service.

Requirements

Bachelor's degree from an accredited, not-for-profit, in-person college/university
A track record of commitment to prior employers
1+ years of customer service, billing, or related finance experience in a large and dynamic corporate environment
Able to work standard shift hours of 11AM – 8PM EST
Ability to execute in a high transactional environment in an efficient and professional manner
An aptitude for learning new programs and technologies
A flexible communicator and good listener who can multitask to solve problems
Strong oral and written communication skills is a must
Effective time management skills
Superb attention to detail
Able to work independently
An ambitious and motivated attitude
Working knowledge of MS Office suite (specific to Excel)

Nice To Haves

Natural curiosity, persistence, and ability to troubleshoot
Proven success in meeting or exceeding performance metrics or key performance indicators (KPI)
Experience communicating with internal business partners and external clients by phone
Be goal-oriented and manage multiple responsibilities, adjust to changing priorities, and excel in a fast-paced environment
Customer-focused approach to tasks, including a drive towards partnering with clients
Ability to work within a team environment as well as an individual contributor
Ability to be flexible and adapt to changing situations at a high growth company
Good organizational, interpersonal, communications and customer service skills, with the ability to interact effectively with audiences at varying levels

Responsibilities

Maintain fluidity in a fast-paced, high transactional environment
Demonstrate the ability to efficiently multitask from answering inbound phone calls and complete case management tasks from internal and external stakeholders, ensuring the timely resolution of issues resulting in minimal brand impact and maximum customer satisfaction
Be the person who delivers first time resolution at a World-Class level
Support and foster synergies with the Sales team to promote the growth of the business
Develop an in-depth understanding of our software and service environment, including our CRM, Oracle Fusion, Microsoft Navision, Third Party invoice presentment portals, and in-house Enterprise solutions
Process service cancellation requests
Resolve client billing inquiries
Review and correct contract setup issues
Clarify contractual questions in response to stakeholder inquiries
Update client contact cards
Provide support for our online bill presentment tool, BillTrust
Process client payments
Preparation of credit memos
Become a Subject Matter Expert in process and procedure

Benefits

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)
Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups
Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks