Director, Customer Service - Apartments.com

Director, Customer Service - Apartments.com

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Job Description

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CoStar Group Company Intro: 

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 for our customers.  We’ve continually refined, transformed, and perfected our approach to our business, creating platforms that have 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. 

Apartments.com  

Apartments.com is the nation’s #1 rental marketplace for owners, property managers, and consumers. Apartments.com is the network that millions of renters every year rely on to find their new place, is continuing to grow our industry-leading sales force.  We provide apartment Property Managers and Owners with a platform to market their property listings and the industry’s most comprehensive virtual tools to attract the most and highest-quality renters.  The Apartments.com Network includes Apartments.com, ForRent.com, ApartmentFinder.com, ApartmentHomeLiving.com, and eight other leading rental sites. Our suite of services includes digital advertising, social and reputation management, and market analytic solutions which delivers innovative tools for our customers. 

Learn more about Apartments.com.  

 

Position Overview:   

The Director of Customer Service plays a critical role in the strategic planning and execution of all customer service operations. This includes managing and leading processes for continuous improvement of the customer experience. The emphasis is on customer care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call efficiency, low abandonment rate, staffing utilization, and acceptable turnover. A commitment to excellence is demonstrated through continuous staff development programs that enhance employee engagement, service, knowledge, skills, and morale.  

 

The Director’s success is measured by the team’s ability to provide high-quality services while meeting Service Level Agreements (SLA). This is a crucial aspect of the role, ensuring that our customers receive the expected service. The leader in this role actively contributes to the overall company's operational targets and daily business unit decisions.   

 

As the Director of Customer Service, you are expected to take charge and lead the customer service team in delivering “Best-in-Class” service to our clients, customers, and consumers. You should be able to evaluate metrics, recommend changes, and drive improvements in customer satisfaction scores. You should have excellent communication skills, a confident personality, and strong business acumen to execute corporate strategies. With your exceptional leadership qualities, you should be able to mentor and develop a high-performing team of Customer Service Associates with professionalism and integrity.  

   

Responsibilities:  

• Provide dynamic leadership to guide team members and leverage client interaction efficiently.   

• Develop and execute a long-term customer experience strategy that includes innovative technology solutions and highly trained and motivated Customer Service Associates.   

• Manage and develop a team of 3-5 managers with varying experience levels.  

• Evaluate key customer experience performance metrics such as productivity, first-time resolution, quality of service ratings, and drive change where needed.   

• Champion quality of service and ensure cross-functional partners understand customer needs to drive improvements in customer satisfaction scores.   

• Partner with the Trust & Safety and Product teams to minimize risk and improve the customer experience.   

• Recommend product, process, policy, and procedural changes based on customer feedback and industry best practices.   

• Recruit, mentor, and develop a high-performing team with exceptional communication skills, professionalism, and integrity.   

• Maintain an excellent understanding of CoStar Group products.   

• Maintain the highest prof