Client Service Escalation Specialist, CoStar - London

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Job Description

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Client Service Escalation Specialist, CoStar - LondonJob Description

OVERVIEWCoStar 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.DESCRIPTIONAs 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 resolvedSecond 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 classUse negotiation and outstanding customer service to handle escalated calls from internal and external customersProvide product knowledge and skills training on a one-to-one basis with customers and/or other departmentsSupport sales colleagues to ensure the world class standard of customer service is maintainedAssist 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 reasonsTracks 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 serviceEnter actions for all customer contact in CRM including notes detailed enough that subsequent users can track your actionsDiagnosis and resolve software program problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective actionResponsible 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 troubleshootingPromote teamwork and cooperative effort.

QUALIFICATIONS

Bachelor’s degree or equivalent experienceExperience in customer service, building rapport over the telephone and overcoming objectionsKnowledge of commercial real estate preferredExcellent interpersonal skills (Communication, Conflict Resolution, Negotiation, etc.) when dealing with internal and/or external audiences at all levels of managementAbility to deliver results while working to deadlines under pressureAbility to plan and organize workload in a fast-paced environmentAbility 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 – men and women, people of all ages, sexual orientations, nationalities, religions and beliefs. However, we particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry.#LI-DP5CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing

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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