Bilingual Customer Service Manager, Apartments.com- Atlanta (Phipps)

Job Description

Bilingual Customer Service Manager, Apartments.com- Atlanta (Phipps)

Job Description

Company Overview:

CoStar Group, Inc. (NASDAQ: CSGP) is the number one provider of mission-critical information, analytics and online marketplaces for the commercial real estate industry.

Headquartered in Washington, DC, CoStar's team of 3,000 worldwide includes the industry's largest professional real estate research organization. CoStar Group's suite of products including CoStar.com; Loopnet.com and Apartments.com offers marketing and information solutions to commercial real estate professionals and consumers throughout North America and Europe.

Position Overview:

The role of Customer Service Manager is responsible for providing best-in-class customer experience to Apartments Network clients, customers and consumers as well as developing junior staff by creating growth opportunities and working closely with Senior Management on the metrics and ensuring the workflows and standard operating procedures are smooth.

Responsibilities:

• Develop and execute the long-term customer experience strategy, combining innovative technology solutions with highly trained and motivated Customer Service Representatives
• Evaluate key customer experience performance metrics, including productivity, responsiveness, first-time resolution and quality of service ratings and drive change where needed
• Drive improvements in customer satisfaction scores by championing quality of service and ensuring customer needs are understood by cross functional partners
• Ensure every customer interaction adds value by identifying and capturing/updating property or contact information and enhancing customer loyalty
• Manage fraud prevention controls and strategies to reduce risk and improve the customer experience
• Recommend product, process, policy and procedural changes based on customer feedback analysis with a focus on improving the customer experience and streamlining processes
• Recruit, mentor and develop a high-performing team with exceptional communication skills and the highest level of professionalism and integrity
• Coach, mentor and develop the team through the continuous management of Individual Development Plans (IDP) tailored to individual skill, competency and career development
• Contribute to financial goals by ensuring opportunities for revenue generation and protection are identified
• Maintain an excellent understanding of CoStar Group products
• Act as a role model by maintaining the highest professional standards. Promote our ethics of trust, open communication, creative thinking and cohesive team effort
• Work with Product and Development when implementing or designing any Customer Service, Client or IO tools
• Support change and be a leader to effectively manage change

Basic Qualifications:

• Bachelor degree required

• 5+ years of experience in customer service, building rapport over the telephone and overcoming objections required
• Experience of delivering results whilst working to deadlines under pressure
• Fluent in both English and Spanish. Must be able to read, write, and speak in both English and Spanish.

Preferred Qualifications:

• Excellent verbal and written communication and influencing skills
• Great listening, comprehension, and persuasion skills
• Knowledge of Customer Service methodologies
• Advanced reporting and ability to analyze trends
• Ability to maintain relationships with all relative departments
• Identify and hire talent that would be excellent resources to the company
• Confident personality with the ability to communicate effectively with both internal and external stakeholders
• Proficient in MS Office, Tech savvy and understand the tools needed to manage team's operation effectively
• Ability to speak and write English well.
• Strong presentation and public speaking skills
• Demonstrate excellent problem solving skills and have the ability to implement new processes and resolutions
• Enterprise knowledge and experience strongly preferred
• Excellent understanding of CoStar Group Products
• Salesforce (Service Cloud) experience preferred

OVERVIEW OF COMPANY:

Founded in 1987, CoStar Group is the leading provider of commercial real estate information, analytics, and online marketplaces. Our suite of online services enables clients to analyze, interpret and gain unmatched insight on commercial property values, market conditions and current availability. Behind some of the most well-known brands in the industry, CoStar Group includes CoStar, the largest provider of CRE research and real-time data; LoopNet, the most heavily trafficked mobile and online real estate marketplace; Apartments.com, the premier rental home resource for renters, property managers and owners; STR, the leading provider of performance benchmarking and comparative analytics to the hotel industry; BizBuySell, the largest online marketplace for businesses-for-sales; and Lands of America, the leading operator of online marketplaces for rural real estate.

Headquartered in Washington, DC, CoStar Group maintains offices throughout the U.S. and in Europe, Canada, and Asia with a staff of over 4,300 worldwide.

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, 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 and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Pelotons, personal training, group exercise classes

Be part of a team of professionals enjoying the opportunity to learn, do, and grow in a rewarding atmosphere. But don't just take our word for it -- see why our team chose to work at and stay at CoStar Group: https://www.youtube.com/watch?v=CVbJRnJ2sX0

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