Customer Experience Specialist

Role Overview

The Customer Experience Specialist supports CoStar customers and internal employees by managing escalated enquiries across products, research, billing and technical issues. The role provides professional, efficient, helpful and courteous support by phone and email, taking ownership of issues through to resolution.

What You Will Do

Act as the point of contact for escalated customer and internal employee questions relating to CoStar products, research, billing and application support. Manage incoming calls and emails, diagnose technical and application issues, and own each enquiry through to resolution.

Why It Might Be a Fit

Provide second-tier support to internal employees, including consultation on policies and procedures, technical guidance and direct feedback following case resolution. Use negotiation and customer service skills to resolve escalated concerns while maintaining effective relationships with clients and colleagues.

Requirements

• Act as the point of contact for escalated customer and internal employee questions
• Manage incoming calls and emails
• Diagnose technical and application issues
• Provide second-tier support to internal employees
• Use negotiation and customer service skills to resolve escalated concerns