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Job Description

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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.

ABOUT THE ROLE

The role of Customer Service Manager is responsible for providing best-in-class customer experience to CoStar Group clients, customers and consumers as well as developing junior staff by creating growth opportunities and working closely with Senior Management on the metrics and ensuring the workflows and standard operating procedures are smooth.

RESPONSIBILITIES

Provide leadership, support and guidance to the Customer Service team

Manage dispute resolution process

Research financial disputes on customers’ accounts

Review and submit chargebacks and related credits to accounting

Ensure staff and customer compliance with department dispute procedures

Consistent review of the workflows and standard operating procedures to make sure they stay current with the products and changes of them

Work with Team on repetitive escalated issues to find a solution that will assist with ceasing these from occurring

Manage the QA process and coaching sessions. Report results to Senior Management and discuss next steps for over & under performers

Manage the team’s performance and any plans that have been put in place

Provide Weekly reporting of individual QA

Managing the turnaround process closely to ensure team is meeting goals and identifying any trends that are keeping us from meeting them

Communicate escalations and resolutions to the Product, Development, and Marketing & Sales Departments. Act as a liaison between our customers and these teams

Review the daily management of projects, movement of the Customer Support Queues and manage the need for additional staff hours due to volume spikes

Maintain the highest professional standards and promote our ethics of trust, open communication, creative thinking and cohesive team effort

Support and Assist with the Development & Product for Applications related to Customer Service

Recruit, Evaluate & Hire the best candidates for Customer Service

BASIC QUALIFICATIONS

Bachelors’ degree from an accredited, not for profit University or College coupled

2+ years management experience leading a team of 6 or more individuals

3 years of high-volume customer service support department

Experience building rapport over the telephone and overcoming objections

Experience of delivering results whilst working to deadlines under pressure

A track record of commitment to prior employers

Flexibility to differing work shifts

Proven ability to meet OKR’s, KPI’s, and/or metrics consistently

Internal applicants are expected to have the following education/experience combination:

Bachelors’ degree from an accredited, not for profit University or College coupled

1+ Years of Experience Directly Managing People

Flexibility to work shifts aligned with ET, CT, MT, or PT time zones

PREFERRED QUALIFICATIONS

Experience Leading Product Onboarding

Excellent communication and influencing skills; verbal and written

Great listening, comprehension & persuasion skills

Ability to maintain relationships of all relative departments

Identify and hire talent that would be excellent resources to the company

Confident personality with the ability to communicate effectively with both internal and external stakeholders

Proficient in MS Office, Tech savvy and understand the tools needed to manage team’s operation effectively

Strong presentation and public speaking skills

Demonstrates excellent problem-solving skills and ability to implement new processes and resolutions

Knowledge of credit card transactions preferred

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 interoffice exchange program. Our benefits package includes (but is 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 Diversity, Equity, & Inclusion Employee Resource Groups

Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks

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.

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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