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.

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 and 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, and other departments (internal) within the business on a wide variety of issues.

• 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 needs have fully been resolved.
• Second tier of support for other departments. Take escalated calls and provide 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 they are fully resolved to ensure the customer’s experience is 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.
• Track and coordinate escalated customer issues which require management response. Ensure 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.
• Diagnose and resolve software program problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action.
• Research, replicate, perform root cause analysis and provide feedback for product issues reported by customers. Research and communicate new solutions based on client needs/requests.
• Provide exhaustive and complete troubleshooting.
• Promote teamwork and cooperative effort.

• 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.

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.