Bilingual French/English Associate Client Escalation Specialist

Overview

CoStar delivers real-time, verified commercial real estate data that helps clients confidently spot great opportunities and make smart choices ahead of competitors. As a CoStar Associate Client Service Escalation Specialist, you will be responsible for supporting and managing escalations while maintaining the relationships between departments and servicing client needs.

Responsibilities

• Be the customer's and/or internal employees' point of contact for any escalated questions related to our products, research, billing, etc.
• Answer incoming calls & emails; diagnose technical and application calls from customers and internal employees to ensure that the customer's need have fully been satisfied.
• Second tier of support for internal employees.
• Take escalated calls and provides consultation on policies and procedures as well as technical support for CoStar products and applications.
• Provide internal employees direct feedback after case resolution.
• Own the question or issue until it is resolved to make sure the customer’s experience is a good one.
• Use negotiation and excellent customer service to handle escalated calls from internal employees and clients.
• Provide product knowledge and skills training on a one-to-one basis with internal employees and/or clients.
• Support sales colleagues to ensure the highest standard of customer service is maintained.
• Aid clients 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.
• Tracks and coordinates escalated customer issues which require management response. Ensures follow-up and all concerns for possible trending analysis.
• Proactively recognize and alert others to trends impacting customer service.
• Enter actions for all client contact in Enterprise including notes detailed enough that subsequent users can track your actions.
• Diagnosis and resolve software program problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
• Research, replicate, perform root cause analysis and provide feedback for product issues reported by customers.
• Researches and communicates new solutions based on client needs / requests.
• Responsible for providing exhaustive and complete troubleshooting.

Qualifications

• Minimum of 3 years of customer service experience, with volume phone-based interactions.
• Bilingual French/English advance proficiency in oral and written communication.
• Bachelor’s degree from an accredited, not-for-profit University or College.
• Demonstrated ability to establish strong connections with clients over the phone, effectively address and resolve objections, and efficiently handle multiple tasks.
• 11-8pm shift, may require some Saturdays along with CoStar Holidays.

Pay

$60,000.00 - $73,500.00 Annually

Schedule

11-8pm shift, may require some Saturdays along with CoStar Holidays.