Manager, Member Services Lead Qualification

<br>

Job Description

<br>

Company Intro 

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.  

CoStar  

CoStar is the global leader in commercial real estate information, analytics and news. Commercial Real Estate industry professionals around the globe use CoStar to access the most comprehensive data to make decisions with confidence. CoStar delivers immediate, verified commercial real estate information on over 5.9 million properties across every market.  

About this role:  

The role of the Manager, Member Services Lead Qualification plays a pivotal role in ensuring we are yielding highly intent leads to our Member Agents. In this role, you will manage, develop and guide a team responsible for engaging with high-priority inbound leads with the mission of qualifying and dispositioning the potential buyer or seller to then yield via warm transfer (based on predefined selections) to our member agents.   

What you will do: 

• Lead a team that is responsible for thoroughly vetting of leads based on client-specific criteria, including property type, budget, and other key factors, to ensure high-quality prospects are sent to Member Agents 
• Ensure each team member is vetting leads within specified time requirement as defined by the business as well as adhering to additional KPI’s  
• Be responsible for monitoring inbound calls to ensure that representatives are providing world-class customer service to our clients. Review calls and verify call quality by measuring product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and a courteous close of call to provide feedback. 
• Handle any escalated situations from potential home buyers and sellers as well as Residential Real Estate Agents, and Brokers. Provide consultation on policies and procedure for the team members.  
• Oversee the utilization of internal tools to produce timely and accurate reporting of team's performance.  
• Deliver a consolidated summary of all opportunities and background of client needs/expectations to management to continue the enhancement of the lead qualification program. Coordinate and partner with internal teams to disseminate relevant feedback 
• Provide continuous professional development through world class training, coaching, and mentorship with access to industry leading research and thought leadership 
• Effectively addressing unprofessional or non-constructive behavior situations. 
• Developing a positive team relationship by being supportive, visible, and easily accessible. 

Qualifications 

• Bachelor's degree from an accredited, not-for-profit University or College. 
• A track record of commitment to prior employers. 
• At least 5 years of professional experience in a relevant managerial role   Experience working in an outbound calling position for customer service or business development. 
• Strong time management skills and very detailed oriented. 
• Ability to multitask and prioritize tasks in a fast-paced environment. 
• Excellent communication (oral and written) and organizational skills. 
• Knowledge of Windows, Apple OS, Microsoft Office, and Internet applications.  
• A proactive and positive attitude, with a commitment to providing exceptional customer service. 
• Enjoys working independently and as part of a team.   
• Ability to work some nights and weekends.    
• Evidence of strong academic performance in college.    

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 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  
• Virtual and in person mental health counseling services for individuals and family  
• 401(K) retirement plan with matching contributions  
• Employee stock purchase plan  
• Paid time off  
• Tuition reimbursement  
• Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups  

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. 

#LI-VT1

<br>

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