Location: Richmond,VA, USA
Customer Success Representative, Content Quality
Job Description
CoStar Group Company Intro:
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.
BizBuySell:
BizBuySell, a CoStar Marketplace, operates the internet's largest and most heavily trafficked business-for-sale marketplaces. With a clientele that includes small business buyers, sellers, owners, and brokers, our customers rely on our data to make informed decisions when transacting the sale or purchase of their business or franchise. Owned by CoStar Group, the BizBuySell network includes BizQuest.com and FindaFranchise.com.
Role Description:
We are looking for a Customer Success Representative, Content Quality who will focus on Content Quality in our Richmond, VA office. In this role, you will be responsible for ensuring that our listing content, and member accounts are adhering to our Terms of Use. A typical day in this role might include responding to inquiries via telephone and email, reviewing listing content, auditing accounts, generating reports, managing spam filters, processing cancellations, and offering suggestions on how to improve the quality of content on our site. Listening, problem-solving, and effective written and verbal communication skills are essential.
This position is an exciting opportunity for the right person looking to join a talented team serving a growing entrepreneurial industry as part of a leading global organization. If you are ready to make a real impact on our company and clients, then we would love to talk with you!
Responsibilities:
+ Performing audits of member accounts, listings, billing, and site to identify areas of improvement and ensure compliance with quality standards via research process and phone verification. Meeting or exceeding monthly performance objectives.
+ Record accurately and timely results from audits.
+ Answers customer product or service questions. Investigates, analyzes, and solves customer billing, technical, and contract issues. May process orders or generate sales leads. May keep and update records of customer interactions.
+ Expected to at times answer customer service phone/email inquiries to provide general customer support when needed.
+ Respond to flagged listings to protect consumers against potential fraudulent listings.
+ Demonstrate the ability to spot opportunities to edit content or remove it from the site.
+ Maintain objectivity while assessing content.
+ Execute professionalism, effective communication and collaboration with internal partners.
+ Provide constructive and actionable feedback to content contributors regarding quality expectations.
+ Communicate timely with internal departments to resolve uncovered concerns as they arise.
+ Timely reporting of escalations to Management.
+ Remain up to date with new standards and guidelines as they are announced to the department.
+ Focus on continuous improvement of workflows and processes to drive optimization and innovation in Content Quality.
+ Continued learning and development of your craft, including staying up to date on new
techniques and technology.
+ 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
+ 1+ years of customer service experience in a professional environment
+ A track record of commitment to prior employers.
+ Attention to detail, objectivity and the ability to think strategically
+ Proven ability to collect and analyze information through interviewing over phone
+ Proficiency in MS Office, including Excel, PowerPoint, Word and Outlook
+ Proven ability of working under pressure, deadlines and performing to metrics/key performance indicators
+ Experience of accurately entering data
+ Excellent verbal and written communication skills
+ Ability to work in a collaborative setting
+ Confident personality with the ability to communicate effectively and professionally with both internal and external stakeholders
Preferred Qualifications:
+ Ability to quickly learn new applications
+ Ability to plan and prioritize workload in a fast-paced environment
+ 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. You'll be supported in both your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program. 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
+ Complimentary gourmet coffee, tea, hot chocolate, 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 Group is not able to provide visa sponsorship for this position.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
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 37 years, giving us the perspective to create truly unique and valuable products and services. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry and for our customers. 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.
CoStar is committed to creating a diverse environment and is proud to be an equal opportunity workplace and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. CoStar is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access www.costargroup.com/careers as a result of your disability. You can request reasonable accommodations by calling 1-855-###-#### or by sending an email to ...@costargroup.com .