Service Assurance Associate â Bilingual Spanish/English
Service Assurance Associate â Bilingual Spanish/English
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Job Description
Job Description
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 worlds 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. Weve 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.
The Service Assurance Associate is responsible for measuring activity and assessing the quality of service delivered by any representative from CoStar Group. In this role you proactively call customers actively listen and remain unbiased as you accurately capture their feedback. In addition you inspect and audit the quality of interaction data entry.
This position is in office Monday through Friday.
RESPONSIBILITIES
Complete Service Score Surveys via outbound calling with customers/potential customers within seven business days or less of a meeting or phone interaction with any representative from CoStar Group. Approximately 200 outbound calls per day.
Execute professionalism via all telephone interactions including effective questioning listening and probing.
Maintain objectivity while soliciting feedback on the quality of service.
Assess the quality of data of any representative from CoStar Group.
Record accurately and timely all results from surveys and data reviews.
Timely reporting of escalations to Management.
Communicate with internal departments to resolve customer concerns and follow-up on resolution with customer when necessary.
Provide timely feedback to CoStar Group representatives based on customer feedback and review of data entry.
Maintain the highest professional standards and promote our ethics of trust open communication creative thinking and cohesive team effort.
BASIC QUALIFICATIONS
Bachelors Degree required from an accredited not for profit University or College
Bilingual Spanish/English required (written and verbal)
A proven track record of commitment to prior employers
Experience using Enterprise and/or CRM system
Minimum of 1 year experience interacting with customers
Minimum of 1 year experience of executing high call volume with high levels of data accuracy
Proficiency in MS Office including Excel PowerPoint Word and Outlook
Proven ability of performing to metrics/key performance indicators
Experience building rapport over the telephone and overcoming objections in a professional environment
Experience of delivering results whilst working to deadlines under pressure
Experience of accurately capturing and entering data
Excellent verbal and written communication skills
PREFERRED QUALIFCATIONS AND SKILLS
Enterprise knowledge and experience strongly preferred
High level of proficiency with CoStar Products preferred
Proficiency with internal systems and the ability to quickly learn new applications
Ability to plan and prioritize workload in a fast-paced environment
Ability to act on own initiative and work successfully alone and as part of a team
Ability to adapt quickly in a technology led environment
Confident personality with the ability to communicate effectively and professionally with both internal and external stakeholders
Whats in it for you
When you join CoStar Group youll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed.
We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training tuition reimbursement and an inter-office exchange program.
Our benefits package includes (but not limited to):
Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
Life legal and supplementary insurance
Virtual and in person mental health counseling services for individuals and family
Commuter and parking benefits
401(K) retirement plan with matching contributions
Employee stock purchase plan
Paid time off
Tuition reimbursement
On-site fitness center and/or reimbursed fitness center membership costs (location dependent) with yoga studio Pelotons personal training group exercise classes
Access to CoStar Groups Diversity Equity & Inclusion Employee Resource Groups
We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However please note that CoStar Group is not able to provide visa sponsorship for this position.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
Required Experience:
IC
Employment Type
Full-Time
