Client Service Specialist - Commercial Real Estate
Moody's Analytics
Time zones: CST (UTC -6)
REMOTE ANYWHERE IN THE CONTINENTAL USWe’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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