Service Assurance Associate-Bilingual French/English

About the role

The Service Assurance Associate is responsible for measuring activity and assessing the quality of service delivered by any representative from CoStar Group. In this role, you proactively call customers, actively listen, and remain unbiased as you accurately capture their feedback. Additionally, you inspect and audit the quality of interaction data entry.

Responsibilities

• Execute professionalism via all telephone interactions including effective questioning, listening, and probing.
• Maintain objectivity while soliciting feedback on the quality of service.
• Audit and assess the quality of data of any representative from CoStar Group.
• Record accurately and timely all results from surveys and data reviews.
• Timely reporting of escalations to Management.
• Communicate with internal departments to resolve customer concerns and follow-up on resolution with customer when necessary.
• Provide timely feedback to CoStar Group representatives based on customer feedback and review of data entry.
• Offer support to CoStar Group representatives by addressing issues and providing guidance.

Requirements

• Complete Service Score Surveys, via outbound calling, with customers/potential customers within seven business days or less of a meeting or phone interaction with any representative from CoStar Group.
• Approximately 200+ outbound calls per day, resulting in roughly 30 connects.
• Execute professionalism via all telephone interactions including effective questioning, listening, and probing.
• Maintain objectivity while soliciting feedback on the quality of service.
• Audit and assess the quality of data of any representative from CoStar Group.
• Record accurately and timely all results from surveys and data reviews.
• Timely reporting of escalations to Management.
• Communicate with internal departments to resolve customer concerns and follow-up on resolution with customer when necessary.
• Provide timely feedback to CoStar Group representatives based on customer feedback and review of data entry.
• Offer support to CoStar Group representatives by addressing issues and providing guidance.

Qualifications

• Bachelor's Degree required from an accredited, not for profit University or College.
• Strong communication written and orally in French and English.
• A proven track record of commitment to prior employers.
• Experience using Enterprise and/or CRM system.
• Minimum of 1 year experience interacting with customers.
• Minimum of 1 year experience of executing high call volume with high levels of data accuracy.
• Proficiency in MS Office, including Excel, PowerPoint, Word and Outlook.
• Proven ability of performing to metrics/key performance indicators.
• Experience building rapport over the telephone and overcoming objections in a professional environment.
• Experience of delivering results whilst working to deadlines under pressure.
• Experience of accurately capturing and entering data.
• Excellent verbal and written communication skills.

Skills

• Enterprise knowledge and experience strongly preferred.
• High level of proficiency with CoStar Products preferred.
• Proficiency with internal systems and the ability to quickly learn new applications.
• Ability to plan and prioritize workload in a fast-paced environment.
• Ability to act on own initiative and work successfully alone and as part of a team.
• Ability to adapt quickly in a technology led environment.
• Confident personality with the ability to communicate effectively and professionally with both internal and external stakeholders.

Benefits

• 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.
• Commute and parking benefits.
• 401(K) retirement plan with matching contributions.
• Tuition reimbursement.
• On-site fitness center and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Pelotons, personal training, group exercise classes.
• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks.