Customer Success Representative- Richmond, VA

Customer Success Representative- Richmond, VA

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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 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. 

Position Overview: 

We are looking for a Customer Service Representative to join our team in our downtown Richmond office. In this role, you will provide phone and email client support for our industry-leading marketplaces: BizBuySell and BizQuest. You will also assist with operational, auditing, and reporting tasks needed to support the business. As the frontline of the business, you and your team will play a key role in identifying business opportunities and ways to improve our products and enhance customer experience.

To do this, you will collaborate with teammates in all facets of the business – most notably Sales, Product Management and Marketing. Through these efforts, you will directly serve a diverse set of customers including franchisors, brokers, advertisers, entrepreneurs, and investors, helping these people succeed. 

This position is an exciting opportunity for the right person looking to join a talented team serving an exciting, entrepreneurial industry as part of a leading global organization. If you are ready to make a real impact on our company and clients, then we would love to talk to you! 

Responsibilities: 

• Receive inbound customer service calls and cases ensuring the timely resolution of issues resulting in minimal brand impact and maximum customer satisfaction 
• Be the person who delivers first time resolution with quality and professionalism 
• Support sales colleagues to ensure the highest standard of customer service is maintained  
• Maintain the highest professional standards and promote our ethics of trust, open communication, creative thinking, and cohesive team effort 
• Act as first support for technical issues including website, call tracking and login issues    
• Manage a portfolio of client communities and listings, maximizing content by proactively seeking out new listings, enriching content and capturing current vacancy information 
• Complete on-boarding of new customers ensuring initial Customer Portal training is completed and all information regarding the customer is accurate 
• Respond to flagged listings to protect consumers against potential fraudulent listings 
• Identify revenue opportunities to move free listings to paid listings and upgrade advertising levels for paid listings  

Skills, Experience and Qualifications: 

• Bachelor’s Degree from an accredited, not-for-profit University or College
• A track record of commitment to prior employers
•  2+ years of experience in a customer service role with a demonstrated track record of providing excellent customer care  
• Team player that is also able to work independently 
• Experience of customer service, building rapport over the telephone and overcoming objections 
• Experience of delivering results whilst working to deadlines under pressure 
• Excellent verbal and written communication and influencing skills 
• Experience working with a CRM system, preferably Salesforce and/or HelpDesk ticketing system 
• Confident personality with