Client Service Escalation Specialist, CoStar - London

CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. We are looking for a Customer Service Escalation Specialist to manage escalated issues and maintain relationships across departments and with clients.

Responsibilities

• Serve as the point of contact for all escalated customer (external and internal) inquiries related to products, research, billing, and other issues.
• Answer incoming calls and diagnose technical and application calls from customers and internal departments, ensuring all needs are fully resolved.
• Provide second‑tier support to other departments, offering consultation on policies, procedures, and technical support for CoStar products and applications.
• Take ownership of cases until they are fully resolved to provide a world‑class customer experience.
• Use negotiation and customer service skills to handle escalated calls from internal and external customers.
• Deliver product knowledge and one‑to‑one training on a per‑customer or per‑department basis.
• Support sales colleagues to ensure the world‑class standard of customer service is applied for all prospects.
• Assist customers with application usage, including troubleshooting application and network‑related issues and running standard reports when customers cannot access our programs.
• Track and coordinate escalated issues that require management response, ensuring follow‑up and documentation for trend analysis.
• Enter detailed actions for all customer contacts in the CRM to allow subsequent users to track status.
• Diagnose and resolve software and hardware problems, recommending corrective actions as needed.
• Research, replicate, perform root‑cause analysis, and provide feedback for product issues reported by customers, communicating new solutions based on client needs.
• Provide exhaustive troubleshooting and promote teamwork and cooperative effort across departments.

Qualifications

• Fluent in French (written and spoken) at a business level.
• Bachelor’s degree or equivalent experience.
• Experience in customer service, building rapport over the telephone, and overcoming objections.
• Knowledge of commercial real estate is preferred.
• Excellent interpersonal skills: communication, conflict resolution, negotiation, etc., when dealing with internal and 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.
• Flexibility and adaptability to changing situations in a high‑growth company.

Benefits

• Working at CoStar Group means enjoying a culture of collaboration and innovation, a supportive environment with iconic locations such as the Shard and Blue Fin, and key UK‑wide hubs.
• Benefits include full private medical cover, dental cover, life assurance, member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay, and more.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug‑free workplace and perform pre‑employment substance abuse testing. CoStar Group is committed to creating a diverse environment and is proud to be an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. CoStar is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation. Contact 1‑855‑840‑1715 or emailing recruiting@costargroup.com for assistance.