CoStar Group

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Bilingual Customer Service Associate I

at CoStar Group

Posted: 5/27/2019
Job Status: Full Time
Job Reference #: J3W4Z467DSBXJ83L7QJ
Keywords: inbound

Job Description

Bilingual Customer Service Associate I


Job Description


The role of Customer Service Associate is responsible for providing best-in-class customer experience to Apartments Network clients, customers and consumers.

Essential Functions:

  • Receive inbound customer service calls and cases ensuring the timely resolution of issues resulting in minimal brand impact and maximum customer satisfaction
  • Improve listing coverage through proactive customer service, including effective questioning, listening, probing, building rapport and objection handling
  • Maintain an accurate directory of customer contact details and company information for assigned customers and communities
  • Proactively seek out opportunities to obtain electronic data feeds and websites that can be scraped
  • 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

Client Services:

  • 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
  • Promote usage of Apartments Network products, including user entry functionality by utilizing the Customer Portal to add and update listings, view exposure, lead statistics and reviews
  • Build and update listing ads as required ensuring correct lead destinations and property, user and contact information is correctly represented in the Customer Portal
  • Liaison for photo, video, and Matterport media changes and other client operational departments
  • Solicit feedback and ideas from customers as to how we can improve Apartment Network products and features or data they would find valuable
  • Monitor user entered ratings and reviews to ensure the website Ratings & Reviews Terms of Use are upheld
  • Manage Special Projects for Sales and Clients

Free Listing Customer Service & Small Property Managers:

  • Act as first support for technical issues including website, call tracking, login and address issues   
  • Review user entered content to ensure the legitimacy of the listing by conducting outbound calls
  • Update listing ads as required
  • 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 
  • Actively promote Apartments Network for rent signs, ensure the signs are dispatched and received to customer satisfaction
  • Build and maintain an accurate database of Independent Rental Owner (IRO) community and contact details
  •  

Skills, Experience and Qualifications:

  • Bachelor degree or equivalent experience
  • Experience of customer service, building rapport over the telephone and overcoming objections
  • Experience of delivering results whilst working to deadlines under pressure
  • Excellent communication and influencing skills; verbal and written
  • Confident personality with the ability to communicate effectively with both internal and external stakeholders
  • Ability to plan and organize 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
  • Proficiency in MS Office
  • Bilingual (Spanish) required for certain job assignments
  • Customer Service Call Center experience handling a large volume of inbound calls preferred
  • Customer Service experience with an emphasis in financial transactions preferred

Job Requirements:

  • Focus on continuous improvement and not remain at a status quo state
  • Bilingual Spanish Required
  • Consistently follow and apply standard operating procedures
  • Be very Team and Quality Service oriented
  • Must be able to work from Tuesday-Saturday ( 11 am-8 pm Tuesday-Friday; 9:30 am- 6 pm Saturday)


CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing

For 25 years we’ve made it a priority to help our employees achieve their best. We know our success is reflected in the success of the people that make CoStar an industry leader. We are constantly reinventing the way commercial real estate professionals access and use data and we want you to play a part in our continued innovation and growth.