Manager, Homes.Com Member Services

Manager, Homes.com Member Services

Job Description

OVERVIEW

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 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

Homes.com

Homes.com is already one of the fastest growing real estate portals in the industry, we are driven to be #1. Just ask Brad Bellflower, Chief Change Officer at Apartments.com. After its acquisition in 2014, Apartments.com quickly turned into the most popular place to find a place. Proven success at the highest level - and we're doing it again with the new Homes.com. Homes.com is a CoStar Group company with 20+ years' experience in leading and growing digital marketplaces. We pride ourselves on continually improving, innovating, and setting the standard for property search and marketing experiences. With Homes.com we're building a brand on the cusp of defining the industry. We're looking for big thinkers, brave leaders, and creative advertising wizards ready to influence a new age of homebuying within a tried-and-true, award-winning company. Learn more about Homes.com.

Role Description

CoStar Group, Inc. (NASDAQ: CSGP) is looking for a detail-oriented & results-driven leader to join the Homes.com Member Services team. Homes.com (a subsidiary of CoStar Group) is a growing marketplace, reimagining the home search experience for consumers and agents alike. We're building the new Homes.com Network to help homebuyers make the best choices for homes they love in neighborhoods that match their lifestyle. The role of the Manager, Homes.com Member Services is responsible for providing and overseeing best-in-class customer experience to the Homes.com client base consisting of Real-estate Agents, Brokers, and Homebuyers. In this role, your team will be the "first line of defense" for all customer issues answering calls from Homes customers on a wide variety of issues.

RESPONSIBILITIES

• Lead a team of 8+ Client Onboarding Specialist I team members dedicated to delivering the best-in-class customer experience to Homes.com clients

• Lead by example; continuing to be in the queue for our clients and onboard clients as needed

• Facilitate a strong team culture and dynamic and provide regular coaching to your team

• Conduct call evaluations, and live listening sessions guiding your team to produce meaningful telephone interactions related to our products, technical questions, billing and beyond through soft skill development

• Work with Client Service and Onboarding Leadership team to develop baseline improvement training

• Facilitate coaching, feedback, and development of team members through proctored coaching sessions, and performance reviews as outlined by Objective Key Results

• Understand the Onboarding productivity metrics and help improve the outcomes of performance for our team and by proxy our clients

• Regular assessment of team productivity

• Complete necessary administrative tasks such as timecards

• Demonstrated growth mentality: effective listening skills, respect for other perspectives and contributions; can offer constructive feedback and can accept and grow from feedback received

• Open-minded and positive attitude, willingness to be flexible as needed

BASIC QUALIFICATIONS

External applicants are expected to have the following education/experience combination:

• Bachelors' degree from an accredited, not for profit University or College coupled

• 2+ years management experience leading a team of 6 or more individuals

• A track record of commitment to prior employers

• Flexibility to work shifts aligned with ET, CT, MT, or PT time zones

• 3 years of customer service support

• Proven ability to meet OKR's, KPI's, and/or metrics consistently

Internal applicants are expected to have the following education/experience combination:

• Bachelors' degree from an accredited, not for profit University or College coupled

• 1+ Years of Experience Directly Managing People

• Flexibility to work shifts aligned with ET, CT, MT, or PT time zones

Preferred Qualifications

• Homes.com Product Knowledge Expertise or Knowledge of the Residential Real Estate Industry

• Experience Leading Product Onboarding

What's in it for you?

When you join CoStar Group, you'll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed. We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, tuition reimbursement, and an interoffice exchange program. Our benefits package includes (but is not limited to):

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug

• Life, legal, and supplementary insurance

• Virtual and in person mental health counseling services for individuals and family

• 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

• Access to CoStar Group's Diversity, Equity, & Inclusion Employee Resource Groups

• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group 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