Service Assurance Associate
Job Description
CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index, 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.
The Service Assurance Associate is responsible for measuring activity and assessing the quality of service delivered by any representative from CoStar Group. In this role, you proactively call customers, actively listen, and remain unbiased as you accurately capture their feedback. In addition, you inspect and audit the quality of interaction data entry.
This position is in office Monday through Friday.
RESPONSIBILITIES
- Complete Service Score Surveys, via outbound calling, with customers/potential customers within seven business days or less of a meeting or phone interaction with any representative from CoStar Group. Approximately 200+ outbound calls per day resulting in 26+ interactions.
- Execute professionalism via all telephone interactions including effective questioning, listening, and probing.
- Maintain objectivity while soliciting feedback on the quality of service.
- Assess the quality of data of any representative from CoStar Group.
- Record accurately and timely all results from surveys and data reviews.
- Timely reporting of escalations to Management.
- Communicate with internal departments to resolve customer concerns and follow-up on resolution with customer when necessary.
- Provide timely feedback to CoStar Group representatives based on customer feedback and review of data entry.
- Maintain the highest professional standards and promote our ethics of trust, open communication, creative thinking and cohesive team effort.
BASIC QUALIFICATIONS
- Bachelor's Degree required from an accredited, not for profit University or College
- A proven track record of commitment to prior employers
- Experience using Enterprise and/or CRM system
- Minimum of 1 year experience interacting with customers
- Minimum of 1 year experience of executing high call volume with high levels of data accuracy
- Proficiency in MS Office, including Excel, PowerPoint, Word and Outlook
- Proven ability of performing to metrics/key performance indicators
- Experience building rapport over the telephone and overcoming objections in a professional environment
- Experience of delivering results whilst working to deadlines under pressure
- Experience of accurately capturing and entering data
- Excellent verbal and written communication skills
PREFERRED QUALIFCATIONS AND SKILLS
- Enterprise knowledge and experience strongly preferred
- High level of proficiency with CoStar Products preferred
- Proficiency with internal systems and the ability to quickly learn new applications
- Ability to plan and prioritize 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
- Confident personality with the ability to communicate effectively and professionally with both internal and external stakeholders
What’s in it for you?
When you join CoStar Group, you’ll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed.
We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program.
Our benefits package includes (but not limited to):
- 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), with yoga studio, Pelotons, personal training, group exercise classes
- Access to CoStar Group’s Employee Resource Groups
We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position.
CoStar 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
