Manager, Finance Customer Contact Center

Manager, Finance Customer Contact Center

Job Description

OVERVIEW

CoStar delivers real-time, verified commercial real estate data that helps clients confidently spot great opportunities and make smart choices ahead of competitors. By combining the power of CoStar's independent research organization - the industry's largest - with global data delivery, software, and application solutions, clients can act on opportunities with confidence.

At CoStar Group, our finance group centralizes transaction processes, providing accurate reporting, financial resolutions, and proper forecasting analysis. Joining the team offers access to financial specializations, including accounts payable, accounts receivable, cash and asset management, client contracts and billing, and revenue recognition.

CoStar Group is continuing to grow and is looking of an energetic, customer focused, problem-solver to join our Finance Customer Contact management team as Manager, Finance Customer Contact Center in our office in downtown Richmond, VA!

The Manager is responsible for one of our Finance Customer Care support teams. The team receives, analyzes, and resolves inquiries/and tickets from our internal and external stakeholders.

Key deliverables include partnering and building meaningful relationships with the sales organization, internal sales support teams, and other functional lanes within Finance.

RESPONSIBILITIES

• Helps direct the finance support team with business leaders in all daily activities to deliver a 'World Class' Customer experience to all stakeholders.
• Directs email support center activities that assess & trouble-shoot all billing, contracts and other finance questions that come from sales (internal) or clients (external).
• Accomplishes the department objectives by recruiting, selecting, training, scheduling, coaching; communicating job expectations; planning, monitoring, measuring department key performance indicators (KPIs).
• Supports directional assistance to stakeholders to provide contract clarity, contract updates, billing support and collections details.
• Meets customer service finance objectives by forecasting headcount requirements, preparing targets, measuring department performance, and proposing new work methods/processes and system efficiencies.
• Maintains existing Service Level Agreements (SLAs) that promote "Best in Class" Quality, Service, and Productivity metrics.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing change.

BASIC QUALIFICATIONS

• Bachelor's degree in Accounting, Business, or related field is required.
• 5+ years of contracts or other customer/sales support within CoStar or related experience in an external high-volume sales/customer contact center.
• Preferred candidates will have hands-on CoStar and/or Apartments.com experience with (internal) Enterprise/CRM.
• Possesses management acumen and leadership skills.

PREFERRED QUALIFCATIONS AND SKILLS

• Excellent organizational skills and attention to detail.
• Advanced data analytics
• Ability to track & assess KPIs
• Lean Six Sigma certifications
• Oracle experience is 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, as well as Segways and bikes available for use during the day
• Complimentary gourmet coffee, tea, hot chocolate, prepared foods, fresh fruit, and other healthy snacks

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