Manager, Finance Customer Contact Center – CoStar Group – Richmond, VA

CoStar • Richmond, VA

35d • Onsite

About The Position

CoStar Group continues to grow and is seeking an energetic, customer‑focused problem solver to join our Finance Customer Contact Management team as Manager, Finance Customer Contact Center, based in our downtown Richmond, VA office. This role is responsible for leading one of our Finance Customer Care support teams, which receives, analyzes, and resolves inquiries and service tickets from both internal and external stakeholders. A key focus of the role is building strong, collaborative partnerships with the Sales organization, internal sales support teams, and cross‑functional partners across Finance to ensure timely, accurate, and high‑quality service delivery.

Requirements

• Bachelor’s degree from an accredited, not-for-profit, in-person college/university.
• A track record of commitment to prior employers.
• 8+ years of professional experience with:
• At least 5+ years in Customer Service, Customer Contact Service, or similar client facing operational role.
• At least 3+ years of proven experience in a people management role in a highly transactional environment; management experience in a call center is preferred.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook) to manage projects, analyze data, and track performance metrics.
• Strong interpersonal and communication skills, with the ability to motivate, influence, and build effective relationships with team members and stakeholders.
• Demonstrated problem‑solving and decision‑making skills, with a strategic approach to navigating complex operational challenges.
• Ability to thrive in a fast‑paced, dynamic environment while adapting to changing priorities and business needs.
• Excellent organizational and time‑management skills, with the ability to prioritize effectively and meet deadlines.
• An empathetic, people‑first leadership style that fosters a positive, inclusive, and high‑performing team culture.

Nice To Haves

• Familiarity with SQL and/or Python for data analysis, reporting, or operational insights.
• Experience leveraging AI‑powered tools (e.g., Microsoft Copilot or similar) to improve efficiency, decision‑making, or team productivity.
• Previous business process methodology experience: Lean or Six Sigma experience preferred.

Responsibilities

• Provide strong leadership, coaching, and mentorship to a team of professionals, fostering high performance and accountability while supporting individual and team success.
• Conduct regular performance evaluations, provide timely and constructive feedback, and identify development opportunities to support continuous growth and professional advancement.
• Promote clear, effective, and consistent communication within the team and across departments to ensure alignment, transparency, and stakeholder engagement.
• Proactively identify challenges, analyze root causes, and implement effective solutions to address issues, maintain service continuity, and support organizational objectives.
• Evaluate and optimize existing processes and workflows to improve efficiency, quality, and scalability while supporting ongoing business growth.
• Build and maintain strong relationships with key stakeholders, ensuring service expectations are met or exceeded and issues are resolved effectively.
• Ensure adherence to company policies, procedures, and industry standards, maintaining ethical practices and supporting the organization’s reputation.
• Maintain and support Service Level Agreements (SLAs) that drive best‑in‑class quality, service, and productivity metrics.
• Support and, as needed, perform front‑line activities to ensure successful execution of daily operational requirements and departmental initiatives.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager