Customer Success Representative, Content Quality

Customer Success Representative, Content Quality

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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. 

BizBuySell:

BizBuySell, a CoStar Marketplace, operates the internet’s largest and most heavily trafficked business-for-sale marketplaces. With a clientele that includes small business buyers, sellers, owners, and brokers, our customers rely on our data to make informed decisions when transacting the sale or purchase of their business or franchise. Owned by CoStar Group, the BizBuySell network includes BizQuest.com and FindaFranchise.com.

Role Description:

We are looking for a Customer Success Representative, Content Quality who will focus on Content Quality in our Richmond, VA office.  In this role, you will be responsible for ensuring that our listing content, and member accounts are adhering to our Terms of Use.  A typical day in this role might include responding to inquiries via telephone and email, reviewing listing content, auditing accounts, generating reports, managing spam filters, processing cancellations, and offering suggestions on how to improve the quality of content on our site.  Listening, problem-solving, and effective written and verbal communication skills are essential.

This position is an exciting opportunity for the right person looking to join a talented team serving a growing 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 with you!

Responsibilities:

• Performing audits of member accounts, listings, billing, and site to identify areas of improvement and ensure compliance with quality standards via research process and phone verification. Meeting or exceeding monthly performance objectives.
• Record accurately and timely results from audits.
• Answers customer product or service questions. Investigates, analyzes, and solves customer billing, technical, and contract issues. May process orders or generate sales leads. May keep and update records of customer interactions.
• Expected to at times answer customer service phone/email inquiries to provide general customer support when needed.
• Respond to flagged listings to protect consumers against potential fraudulent listings.
• Demonstrate the ability to spot opportunities to edit content or remove it from the site.
• Maintain objectivity while assessing content.
• Execute professionalism, effective communication and collaboration with internal partners.
• Provide constructive and actionable feedback to content contributors regarding quality expectations.
• Communicate timely with internal departments to resolve uncovered concerns as they arise.
• Timely reporting of escalations to Management.
• Remain up to date with new standards and guidelines as they are announced to the department.
• Focus on continuous improvement of workflows and processes to drive optimization and innovation in Content Quality.
• Continued learning and development of your craft, including staying up to date on new

techniques and technology.

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

Basic Qualifications:

• Bachelor’s degree required from an accredited, not for profit university or college
• 1+ years of customer service experience in a professional environment
• A track record