Client Service Specialist - Commercial Real Estate - remote

Moody's Analytics

Posted 3 years ago

REMOTE ANYWHERE IN THE CONTINENTAL US

We’re a growing team that’s focused on supporting one of the leading online software platforms in the Commercial Real Estate (CRE) industry. Our team plays a critical role in helping CRE professionals navigate our platform to make better, faster decisions in their corner of the CRE space.

Answering inbound requests in a timely manner is one of our focal points, which we accomplish by emphasizing non-stop internal communication and collaboration to resolve our customers’ needs. Your ability to maintain a kind, pleasant demeanor in a fast-paced environment is an important qualifier for this role.
Responsibilities:
Process inbound technical inquiries via email and phone in a timely fashion.
Quickly evaluate technical support needs presented by our customers and apply a solution, while troubleshooting complicated issues in collaboration with your peers prior to escalating.
Proactively follow up with customers once issues are resolved – keep them informed if solutions are delayed.
Conduct customized product demonstrations tailored towards customer’s specific CRE data needs.
Assist CRE professionals with conducting searches for listings, generating reports, building &sharing lists, sending broadcast emails, tracking leads, troubleshooting issues as needed.
Serve as a customer advocate by communicating client feedback to relevant stakeholders, identifying up-sell opportunities and areas for product improvement.
Document all interactions with clients, including issues reported, solutions applied and any customer feedback received.
Support collaborative efforts across Moody’s Analytics growing network of CRE partners.
Stay up-to-date about new features and ongoing software bugs that may impact customer experience by collaborating with colleagues.
Escalate feedback and create best practices to improve site features and/or customer satisfaction to our development team.
Work in unison with Econ, Research, and Product to provide problem-solving solutions to end-user, while maintaining a high-level of product knowledge as the platform evolves.

Qualifications

Must be available for an 8-hour shift (starting at 8am or 9am Central time)
Ability to quickly answer inbound calls in a quiet, professional environment
Access to a stable high-speed internet connection during business hours
2+ years software support experience with an emphasis on customer service
Experience in a role that requires a high-level of self-management
Fluent in primary browser usage and troubleshooting (Chrome, Microsoft Edge, Firefox)
Excellent verbal and written communication skills
Active listening skills and desire to empathize with client, accept feedback and create solutions
Comfortable participating in Zoom meetings via voice and video
Potential travel - able to attend team meetups and/or company retreat a couple times a year

Preferred

Experience working in a fully remote environment
Experience with SalesForce or another CRM
Experience with customer-support ticketing software such as HelpScout, ZenDesk, Intercom
Basic understanding of the commercial real estate industry and terminology (or adjacent industry)
Experience in a Customer Success role focused on outreach &relationship management
Advanced experience working with primary operating systems (Windows and Mac OS)
Previous experience with accounting software (Stripe, Freshbooks)

Education:

High School Diploma required;BA/BS degree preferred

Must be fully vaccinated for COVID-19 (i.e., at least 2 weeks after last dose) and, if hired, present proof of vaccination on start date, as determined by Moody’s.

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