Bilingual Service Assurance Associate; French​/English

Company 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.

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. We've 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.

About Brand:

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.

Role

Description:

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, resulting in roughly 30 connects. Purpose is to monitor, audit, and analyze all aspects of the organizations property catalogue and services to ensure internal quality standards are met.

Responsibilities:

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:

Bachelor's Degree required from an accredited, not for profit University or College

Strong communication written and orally in French and English

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 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…