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CoStar Group Customer Service Associate I in Atlanta, Georgia

Customer Service Associate I

Job Description

Company Overview:

CoStar Group, Inc. (NASDAQ: CSGP) is the number one provider of mission-critical information, analytics and online marketplaces for the commercial real estate industry.

Headquartered in Washington, DC, CoStar’s team of 3,000 worldwide includes the industry's largest professional real estate research organization. CoStar Group’s suite of products including CoStar.com; Loopnet.com and Apartments.com offers marketing and information solutions to commercial real estate professionals and consumers throughout North America and Europe.

Position Overview:

The role of Customer Service Associate is responsible for providing best-in-class customer experience to Apartments Network clients, customers and consumers.

Essential Functions:

  • Receive inbound customer service calls and cases ensuring the timely resolution of issues resulting in minimal brand impact and maximum customer satisfaction
  • Improve listing coverage through proactive customer service, including effective questioning, listening, probing, building rapport and objection handling
  • Maintain an accurate directory of customer contact details and company information for assigned customers and communities
  • Proactively seek out opportunities to obtain electronic data feeds and websites that can be scraped
  • Support sales colleagues to ensure the highest standard of customer service is maintained
  • Maintain the highest professional standards and promote our ethics of trust, open communication, creative thinking and cohesive team effort

Client Services:

  • Act as first support for technical issues including website, call tracking and login issues
  • Manage a portfolio of client communities and listings, maximizing content by proactively seeking out new listings, enriching content and capturing current vacancy information
  • Complete on-boarding of new customers ensuring initial Customer Portal training is completed and all information regarding the customer is accurate
  • Promote usage of Apartments Network products, including user entry functionality by utilizing the Customer Portal to add and update listings, view exposure, lead statistics and reviews
  • Build and update listing ads as required ensuring correct lead destinations and property, user and contact information is correctly represented in the Customer Portal
  • Liaison for photo, video, and Matterport media changes and other client operational departments
  • Solicit feedback and ideas from customers as to how we can improve Apartment Network products and features or data they would find valuable
  • Monitor user entered ratings and reviews to ensure the website Ratings & Reviews Terms of Use are upheld
  • Manage Special Projects for Sales and Clients

Free Listing Customer Service & Small Property Managers:

  • Act as first support for technical issues including website, call tracking, login and address issues
  • Review user entered content to ensure the legitimacy of the listing by conducting outbound calls
  • Update listing ads as required
  • Respond to flagged listings to protect consumers against potential fraudulent listings
  • Identify revenue opportunities to move free listings to paid listings and upgrade advertising levels for paid listings
  • Actively promote Apartments Network for rent signs, ensure the signs are dispatched and received to customer satisfaction
  • Build and maintain an accurate database of Independent Rental Owner (IRO) community and contact details

Skills, Experience and Qualifications:

  • Bachelor degree required
  • Experience of customer service, building rapport over the telephone and overcoming objections
  • Experience of delivering results whilst working to deadlines under pressure
  • Excellent communication and influencing skills; verbal and written
  • Confident personality with the ability to communicate effectively with both internal and external stakeholders
  • Ability to plan and organize workload in a fast-paced environment
  • Ability to act on own initiative and work successfully alone and as part of a team
  • Ability to adapt quickly in a technology led environment
  • Proficiency in MS Office
  • Customer Service Call Center experience handling a large volume of inbound calls preferred
  • Customer Service experience with an emphasis in financial transactions preferred

Job Requirements:

  • Focus on continuous improvement and not remain at a status quo state
  • Consistently follow and apply standard operating procedures
  • Be very Team and Quality Service oriented
  • MUST be able to work either one of the following shifts:
  • Sunday 9:00am - 6:00pm & Monday-Thursday 11:00am to 8:00pm
  • Tuesday-Friday 11:00am - 8:00pm & Saturday 9:30am - 6:00 pm

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

*LI-CB1

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

  • Posted 20 Days Ago
  • Full time
  • R20983
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