Job Description

Client Service Escalation Specialist, CoStar - London

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COSTAR GROUP - CLIENT SERVICE ESCALATION SPECIALIST, COSTAR - LONDON

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

As a CoStar Customer 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 so that our customers have a world class experience, resulting in satisfaction continual renewal of their subscriptions on the CoStar suite of products and services. In this role, you will be the escalated representative for all customer (external) issues answering calls/emails from CoStar’s customers, prospects, other departments (internal) within the business on a wide variety of issues.

RESPONSIBILITIES:

• Be the customer’s (external & internal) point of contact for any escalated questions related to our products, research, billing, etc.

• Answer incoming calls; diagnose technical and application calls from customers, sales and other departments ensuring the customer’s need have fully been resolved

• Second tier of support for other departments. Take escalated calls and provides consultation on policies and procedures as well as technical support for CoStar products and applications. Provide other departments direct feedback after case resolution.

• Take Ownership of cases until it is fully resolved to make sure the customer’s experience is a world class

• Use negotiation and outstanding customer service to handle escalated calls from internal and external customers

• Provide product knowledge and skills training on a one-to-one basis with customers and/or other departments

• Support sales colleagues to ensure the world class standard of customer service is maintained

• Assist customers 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 recognise and alert others to trends impacting customer service

• Enter actions for all customer contact in CRM 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.

QUALIFICATIONS

• French language skills (written and spoken) to business/professional level

• Bachelor’s degree or equivalent experience

• Experience in customer service, building rapport over the telephone and overcoming objections

• Knowledge of commercial real estate preferred

• Excellent interpersonal skills (Communication, Conflict Resolution, Negotiation, etc.) when dealing with internal and/or external audiences at all levels of management

• Ability to deliver results while working to deadlines under pressure

• Ability to plan and organize workload in a fast-paced environment

• Ability to be flexible and adapt to changing situations at a high growth company

WHAT’S IN IT FOR YOU?

Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in iconic buildings the Shard and Blue Fin or one of our key UK-wide hubs. Other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay and much more!

At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds including but not limited to; people of all genders, of all ages, sexual orientations, ethnicities, nationalities, religions and beliefs.

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing