CoStar Group Is Hiring A Bilingual Associate Client Escalation Specialist

Join us as a Bilingual French/English Associate Client Escalation Specialist and be a vital part of a global leader in real estate information and analytics. This role offers the chance to support customers in a dynamic, innovative environment with opportunities for professional growth.

Job Description

Associate Client Escalation Specialist

As an Associate Client Escalation Specialist, you will manage escalations, support relationships across departments, and provide exceptional support to our clients via our Call Centers. Your goal is to ensure a positive customer experience, encourage subscription renewals, and serve as the point of contact for complex customer inquiries.

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 and NASDAQ 100, we are on a mission to digitize the world’s real estate—empowering people to discover properties and insights to enhance their businesses and lives.

With over 35 years of experience, CoStar has established a unique reputation in the industry for creating innovative and valuable solutions for customers, employees, and investors. Our commitment to ongoing improvement and innovation is what sets us apart.

What We Do

CoStar is the global leader in commercial real estate information, analytics, and news. Industry professionals worldwide rely on CoStar to access comprehensive data on over 5.9 million properties, enabling confident decision-making and strategic planning.

Overview

We deliver real-time, verified commercial real estate data that empowers clients to identify opportunities ahead of competitors. Our services combine the strength of the industry’s largest research organization with advanced data delivery, software, and application solutions, enabling clients to act with confidence.

Role Responsibilities

• Serve as the primary point of contact for escalated questions related to products, research, billing, and more from customers and internal employees.
• Answer incoming calls; diagnose technical and application issues to ensure complete customer satisfaction.
• Provide second-tier support to internal employees by handling escalated calls, offering guidance on policies, procedures, and technical support for CoStar products.
• Own and resolve issues until resolution, ensuring a positive customer experience.
• Utilize negotiation and customer service skills to manage escalated calls from clients and internal teams.
• Deliver personalized product knowledge and training to clients and employees as needed.
• Support sales teams to maintain high service standards.
• Assist clients with application usage, including troubleshooting and generating standard reports when technical issues occur.
• Track and coordinate escalated issues, ensuring follow-up and analyzing trends to improve service.
• Record all client interactions in Enterprise with detailed notes for subsequent actions.
• Research and troubleshoot software problems, performing root cause analysis and recommending solutions.
• Provide comprehensive troubleshooting support and communicate new solutions based on client needs.
• Promote teamwork and collaborative efforts across departments.

Basic Qualifications & Experience

• Minimum of 1 year experience in Research or Customer Support roles.
• Bilingual proficiency in French and English, both oral and written.
• Bachelor’s degree from an accredited, not-for-profit university or college.
• Experience in customer service, including building rapport and handling objections over the phone.
• Availability for an 11:00 am – 8:00 pm shift, possibly including some Saturdays and CoStar holidays.

What’s in it for you? 🎉

Joining CoStar Group means immersing yourself in a collaborative, innovative culture alongside talented professionals committed to your success. We offer competitive compensation, performance incentives, and extensive opportunities for growth through training, tuition reimbursement, and exchange programs.

Our Benefits Include:

• Comprehensive Healthcare: Medical, Vision, Dental, Prescription
• Life, legal, and supplementary insurance
• Virtual and in-person mental health counseling
• Commuter and parking benefits
• 401(K) plan with matching contributions
• Employee stock purchase plan
• Paid time off and tuition reimbursement
• On-site or reimbursed fitness center memberships, including yoga, Peloton access, personal training, and group classes
• Access to CoStar’s Employee Resource Groups
• Complimentary snacks: gourmet coffee, tea, hot chocolate, fresh fruit, and more

CoStar Group is an Equal Opportunity Employer. We maintain a drug-free workplace and conduct pre-employment substance testing.