Service Assurance Associate
| Company | CoStar Group |
|---|---|
| Location | Richmond, VA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Bachelor’s Degree required from an accredited, not for profit University or College
- 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
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.
Preferred Qualifications
- 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