Product Support Associate - STR

Product Support Associate - STR

Job Description

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 platforms that have 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, acquired by CoStar Group in 2019, provides premium data benchmarking, analytics, and marketplace insights for global hospitality sectors. Founded in 1985, STR maintains a presence in 15 countries with a corporate North American headquarters in Nashville, TN, an international headquarters in London, and an Asia Pacific headquarters in Singapore.

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 Client Support Specialist 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.

BASIC QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree from an accredited, not-for-profit college or university required.
• Two or more years of experience in a customer facing role.
• Two or more years of experience using the Microsoft Office suite of applications (Excel, Outlook, and Word).

PREFERRED QUALIFICATIONS & SKILLS

• Prior experience working at a hotel property or in a hotel corporate environment
• Experience working with a CRM system, with case management
• 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
• Evidence of strong academic performance in college.

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. In addition to generous compensation and performance-based incentives, you'll be supported in both your professional and academic growth with internal training, and tuition reimbursement.

Our benefits package includes (but is not limited to):

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
• Life, legal, and supplementary insurance
• Commuter and parking benefits
• 401(K) retirement plan with matching contributions
• Employee stock purchase plan
• Paid time off
• Tuition reimbursement
• On-site fitness center and/or reimbursed fitness center membership costs (location dependent).
• Complimentary gourmet coffee, tea, hot chocolate, prepared foods, fresh fruit, and other healthy snacks

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar is not able to provide visa sponsorship for this position.

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