Associate Client Escalation Specialist 11-8pm Shift

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. With over 35 years of experience, we’ve refined our approach to create unique and valuable offerings for our customers, driving innovation in the industry.

About the role

As a CoStar Associate Client Service Escalation Specialist, you will support and manage escalations while maintaining relationships between departments and servicing client needs. You will serve as the escalated representative for customer issues, handling calls and emails from CoStar’s customers and internal employees on a wide variety of topics, including products, research, and billing. Your role is to ensure customers have a productive and enjoyable experience, ultimately encouraging subscription renewals.

Responsibilities

• Act as the primary point of contact for escalated customer and internal employee questions related to CoStar’s products, research, billing, and more.
• Answer incoming calls and diagnose technical and application issues to ensure customer needs are fully satisfied.
• Provide second-tier support for internal employees, offering consultation on policies, procedures, and technical support for CoStar products.
• Own customer questions or issues until resolution, ensuring a positive experience.
• Use negotiation and excellent customer service to handle escalated calls from internal employees and clients.
• Provide one-on-one product knowledge and skills training to internal employees and clients.
• Support sales colleagues to maintain the highest standard of customer service.
• Assist clients with application usage, troubleshoot technical issues, and run standard reports when customers cannot access programs.
• Track and coordinate escalated customer issues requiring management response, ensuring follow-up and trending analysis.
• Proactively identify and alert others to trends impacting customer service.
• Document all client interactions in Enterprise with detailed notes for tracking purposes.
• Diagnose and resolve software and hardware issues, recommending corrective actions.
• Research, replicate, and perform root cause analysis for product issues reported by customers.
• Research and communicate new solutions based on client needs and requests.
• Provide exhaustive troubleshooting and promote teamwork and cooperation.

Requirements

• Minimum of 1 year of experience as an Associate Tenant Researcher, Associate Multifamily Researcher, or in a Customer Support role.
• Bachelor’s degree from an accredited, not-for-profit university or college.
• Experience in customer service, building rapport over the telephone, and overcoming objections.

Schedule

11:00 AM – 8:00 PM shift, with occasional Saturdays and CoStar holidays.

Benefits

• Comprehensive healthcare coverage: Medical, Vision, Dental, and Prescription Drug.
• Life, legal, and supplementary insurance.
• Virtual and in-person mental health counseling services for individuals and families.
• 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), including yoga studios, Pelotons, personal training, and group exercise classes.
• Access to CoStar Group’s Employee Resource Groups.
• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks.

Pay

$60,000 annually.