Manager, Client Service

Manager, Client Service

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Job Description

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CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, 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.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

ABOUT THE ROLE

The role of Customer Service Manager is responsible for providing best-in-class customer experience to CoStar Group clients, customers and consumers as well as developing junior staff by creating growth opportunities and working closely with Senior Management on the metrics and ensuring the workflows and standard operating procedures are smooth.

RESPONSIBILITIES

• Provide leadership, support and guidance to the Customer Service team

• Manage dispute resolution process

• Research financial disputes on customers’ accounts

• Review and submit chargebacks and related credits to accounting

• Ensure staff and customer compliance with department dispute procedures

• Consistent review of the workflows and standard operating procedures to make sure they stay current with the products and changes of them

• Work with Team on repetitive escalated issues to find a solution that will assist with ceasing these from occurring

• Manage the QA process and coaching sessions. Report results to Senior Management and discuss next steps for over & under performers

• Manage the team’s performance and any plans that have been put in place

• Provide Weekly reporting of individual QA

• Managing the turnaround process closely to ensure team is meeting goals and identifying any trends that are keeping us from meeting them

• Communicate escalations and resolutions to the Product, Development, and Marketing & Sales Departments. Act as a liaison between our customers and these teams

• Review the daily management of projects, movement of the Customer Support Queues and manage the need for additional staff hours due to volume spikes

• Maintain the highest professional standards and promote our ethics of trust, open communication, creative thinking and cohesive team effort

• Support and Assist with the Development & Product for Applications related to Customer Service

• Recruit, Evaluate & Hire the best candidates for Customer Service

BASIC QUALIFICATIONS

• Bachelors’ degree from an accredited, not for profit University or College coupled

• 2+ years management experience leading a team of 6 or more individuals

• 3 years of high-volume customer service support department

• Experience building rapport over the telephone and overcoming objections

• Experience of delivering results whilst working to deadlines under pressure

• A track record of commitment to prior employers

• Flexibility to differing work shifts

• Proven ability to meet OKR’s, KPI’s, and/or metrics consistently

Internal applicants are expected to have the following education/experience combination:

• Bachelors’ degree from an accredited, not for profit University or College coupled

• 1+ Years of Experience Directly Managing People

• Flexibility to work shifts aligned with ET, CT, MT, or PT time zones

PREFERRED QUALIFICATIONS

• Experience Leading Product Onboarding

• Excellent communication and influencing skills; verbal and written

• Great listening, comprehension & persuasion skills

• Ability to maintain relationships of all relative departments

• Identify and hire talent that would be excellent resources to the company

• Confident personality with the ability to communicate effe