Product Support Associate, STR - London

Product Support Associate, STR - London

Job Description

Overview

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.

Role Description

The Product Support Associate is responsible for creating a positive service experience for our customers. This is achieved by providing product or website support via phone and/or email for STR customers around the world. The Product Support Associate will work cohesively and efficiently with other departments in the organization to ensure customer inquiries are fully resolved.

Responsibilities

1. Maintain appropriate knowledge of products and services to resolve client questions or concerns in an accurate and timely manner.
2. Seek to understand the issue a client is experiencing, communicate a willingness to help, and provide a comprehensive solution within established time commitments.
3. Support customers within multiple asset classes: hospitality, hostels, short term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed.
4. Maintain customer records by updating and entering account/subscription information in various systems.
5. Become a Subject Matter Expert on Benchmarking and legacy STR products and services in order to educate clients on what is available to best fit their needs.
6. Create and maintain accurate records regarding customer interactions.
7. Provide support services to other departments as needed.
8. Provide training to customers, which may include: product overviews, methodology reviews, and website usage.
9. Keep managers informed of client feedback received and how to best action for better future outcomes.

Qualifications

1. Bachelor's degree or equivalent experience.
2. Experience in a customer-facing role.
3. Experience using the Microsoft Office suite of applications (Excel, Outlook, and Word).
4. Additional European language (German, French, Portuguese preferred).
5. Prior experience working at a hotel property or in a hotel corporate environment.
6. Experience working with a CRM system, with case management systems.
7. Ability to work in multiple systems simultaneously.
8. Ability to multi-task in a fast-paced environment while prioritizing your workload.
9. Ability to manage and hit deadlines.
10. Ability to work well independently, while also contributing to a larger team as needed.
11. Excellent communication skills, both written and verbal with a willingness to go above and beyond to solve problems.
12. Ability to develop innovative solutions to client questions and concerns.
13. Ability to adapt to change in a high growth company.
14. Ability to quickly adopt change and remain flexible to learning new things.
15. Ability to analyze data and understand issues and discrepancies.

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. As well as having an outstanding working environment based in iconic buildings the Shard and BlueFin. Other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay, and much more!

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