Customer Service Specialist
5 days ago
As a Customer Service Specialist at CoStar Group, you will play a critical role in delivering exceptional client experiences. Your primary responsibility will be to ensure seamless transitions from Sales Executives to Client Relations Advisors, implementing structured onboarding and post-sale servicing processes in a timely manner.
About the Role:
This is an exciting opportunity to join our team as we continue to innovate and drive growth in the commercial real estate industry. You will work closely with Regional Sales Managers, Client Product Support, and other Sales team members to identify areas for process and support improvements. Your excellent communication and organizational skills will enable you to build strong relationships with clients, addressing their needs and concerns in a timely manner and ensuring client retention and engagement.
Your Key Responsibilities:
- Facilitate transition of client's main point of contact from Sales Executive to Client Relations Advisor by implementing structured onboarding and post-sale servicing process in a timely manner.
- Build and maintain relationships with clients within assigned regions, addressing needs and concerns in a timely manner and ensuring client retention and facilitating engagement.
- Maintain consistent communication with clients to ensure the accuracy of portfolios, validate data deliverables, and assess overall usage.
- Analyze data to understand potentially complex issues and communicate with other internal teams and clients directly to resolve.
- Work closely with business teams (Sales, Client Product Support, Data Operations, Hospitality Research, Finance, and others as needed) for seamless product and service experience and internal process improvement.
- Seek to understand the issue a client is experiencing, communicate a willingness to help, and provide a comprehensive solution.
- Be a Subject Matter Expert on CoStar's & STR's products and services to enhance the client experience and resolve client questions or concerns in a timely manner.
- Create and maintain accurate records regarding customer interactions.
- Provide training to CoStar & STR customers, which may include product overviews, methodology reviews, and website usage.
- Keep managers informed of client feedback received and how to best take action for better future outcomes.
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