CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.
Role Description
The Product Support Associate is responsible for creating a positive service experience for our customers. The role involves providing product and website support via phone and/or email for STR customers worldwide, working closely with other departments to ensure inquiries are fully resolved.
Responsibilities
- Maintain up to date knowledge of products and services to resolve client questions accurately and promptly.
- Seek to understand the issue a client is experiencing, communicate willingness to help, and provide a comprehensive solution within established time commitments.
- Support customers across 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 to educate clients on available solutions.
- Create and maintain accurate records of customer interactions.
- Provide support services to other departments as needed.
- Deliver training to customers, including product overviews, methodology reviews, and website usage.
- Keep managers informed of client feedback and recommend actions for future improvements.
Qualifications
- Bachelor's degree or equivalent experience.
- Experience in a customer facing role.
- Proficient with Microsoft Office suite (Excel, Outlook, Word).
- Additional European language (German, French, Portuguese preferred).
- Prior experience working at a hotel property or within a hotel corporate environment.
- Experience with a CRM system and case management systems.
- Ability to work in multiple systems simultaneously.
- Strong multitasking skills in a fast paced environment with priority setting.
- Consistent ability to meet deadlines and work independently as well as within a team.
- Excellent written and verbal communication skills with a willingness to go above and beyond to solve problems.
- Creative problem solving and innovative solution development.
- Adaptability in a high growth company and flexibility to learn new tools.
- Analytical skills to assess data and address discrepancies.
Benefits
• Full private medical and dental cover; life assurance and member rewards.
• 28 days annual leave, competitive pension, season ticket loans.
• Enhanced maternity and paternity pay.
• Culture of collaboration, innovation, and support across diverse disciplines.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug free workplace and perform pre employment substance abuse testing.