Service Assurance Associate

Job Description

OVERVIEW

The Service Assurance Associate is responsible for measuring activity and assessing the quality of service delivered by any representative from CoStar Group.

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

• Associate’s degree required
• 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

• Bachelor’s degree preferred
• 6 years of research experience
• 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

OVERVIEW OF COMPANY

Founded in 1987, CoStar Group is the leading provider of commercial real estate information, analytics, and online marketplaces. Our suite of online services enables clients to analyze, interpret and gain unmatched insight on commercial property values, market conditions and current availability. Behind some of the most well-known brands in the industry, CoStar Group includes CoStar, the largest provider of CRE research and real-time data; LoopNet, the most heavily trafficked mobile and online real estate marketplace; Apartments.com, the premier rental home resource for renters, property managers and owners; STR, the leading provider of performance benchmarking and comparative analytics to the hotel industry; BizBuySell, the largest online marketplace for businesses-for-sales; and Lands of America, the leading operator of online marketplaces for rural real estate.

Headquartered in Washington, DC, CoStar Group maintains offices throughout the U.S. and in Europe, Canada, and Asia with a staff of over 4,300 worldwide.

WHAT’S IN IT FOR YOU

Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. In addition to generous compensation and performance-based incentives, you'll be supported in both your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program.

Our benefits package includes (but is not limited to):

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
• Life, legal, and supplementary insurance
• 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, as well as Segways and bikes available for use during the day
• Complimentary gourmet coffee, tea, hot chocolate, prepared foods, fresh fruit, and other healthy snacks

Be part of a team of professionals enjoying the opportunity to learn, do, and grow in a rewarding atmosphere. But don't just take our word for it - see why our team chose to work at and stay at CoStar Group: