Job Description

Job Summary

CoStar provides commercial real estate information, analytics and news, combining independent research with software and application solutions to help clients identify opportunities and make informed decisions.

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.

Working across departments, the position combines second-tier support, thorough troubleshooting, product guidance and customer relationship management to help customers have a productive and enjoyable experience and support subscription renewal across CoStar products and services.

Responsibilities

• 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, ensuring the customer’s needs have been fully addressed.

• 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.

• Provide one-to-one product knowledge and skills training for clients and internal employees, and support Sales colleagues in maintaining a high standard of customer service.

• Help clients use CoStar applications, troubleshoot application and network-related issues, and run complimentary standard reports when technical issues prevent customers from accessing the programs.

• Track and coordinate escalations requiring a management response, maintain follow-up and proactively alert relevant teams to recurring issues and customer service trends.

• Record all clients contact and actions in Enterprise, with sufficient detail for other users to understand the issue, investigation and resolution.

• Research and replicate reported product issues, perform root cause analysis, diagnose software and equipment-related problems, and recommend corrective action following comprehensive troubleshooting.

• Provide feedback on product issues, research and communicate solutions based on client needs, and promote teamwork and cooperation across departments.

About CoStar Group: 
 
CoStar Group (NASDAQ: CSGP), a global leader in commercial real estate information, analytics, online marketplaces and 3D digital twin technology. Together, Domain and CoStar Group is dedicated to digitising the world’s real estate, empowering all people to discover properties, insights, and connections that improve their businesses and lives. 

Domain a leading property technology and services marketplace that is home to one of the largest portfolios of property brands in Australia, including the Domain, Allhomes and Commercial Real Estate (CRE) platforms is now a part of CoStar Group.

What’s Next? 
 
We’ll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there’s a match, one of our recruitment consultants will reach out—so keep your phone handy! We’re genuinely excited about the chance to work together and make a meaningful impact. 
 

Equity, Diversity & Inclusion 
 
Domain is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non-binary people). 
 
We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we’re here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at edi@domain.com.au or leave a message on 1300 858 356 and we will get back to you. 

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing