Product Support Associate, STR - London

Job Description

COSTAR GROUP - PRODUCT SUPPORT ASSOCIATE, STR – LONDON

OVERVIEW

CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.  Included in the S&P 500 Index, 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. 

STR is the global leader in hospitality data benchmarking, analytics and marketplace insights for the global hospitality industry. STR delivers data that is confidential, accurate and actionable to empower our clients to strategize and compete in their markets. 

Learn more about STR

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

• Maintain appropriate knowledge of products and services to resolve client questions or concerns in an accurate and timely manner.
• Seek to understand the issue a client is experiencing, communicate a willingness to help, and provide a comprehensive solution within established time commitments.
• Support customers within multiple asset classes: hospitality, hostels, short term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed.  
• Maintain customer records by updating and entering account/subscription information in various systems.
• 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.
• Create and maintain accurate records regarding customer interactions.
• Provide support services to other departments as needed.
• Provide training to customers, which may include: product overviews, methodology reviews, and website usage.
• Keep managers informed of client feedback received and how to best action for better future outcomes.

QUALIFICATIONS

• Bachelor’s degree or equivalent experience
• Experience in a customer facing role.
• Experience using the Microsoft Office suite of applications (Excel, Outlook, and Word).
• Additional European language (German, French, Portuguese preferred)
• Prior experience working at a hotel property or in a hotel corporate environment
• Experience working with a CRM system, with case management systems
• Ability to work in multiple systems simultaneously
• Ability to multi-task in a fast-paced environment while prioritizing your workload
• Ability to manage and hit deadlines
• Ability to work well independently, while also contributing to a larger team as needed
• Excellent communication skills, both written and verbal with a willingness to go above and beyond to solve problems
• Ability to develop innovative solutions to client questions and concerns
• Ability to adapt to change in a high growth company
• Ability to quickly adopt change and remain flexible to learning new things
• 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 the iconic Blue Fin building. 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!

At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds including but not limited to; people of all genders, of all ages, sexual orientations, ethnicities, nationalities, religions and beliefs.

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#LI-AE1

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