Product Support Associate, STR - Nashville, TN

Visual Lease; Nashville (TN); In loco; USD 55.000 - 70.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health, Dental & Vision Insurance

401(K) with matching

Paid Time Off

Descrizione del lavoro

CoStar Group, through STR, is hiring a Product Support Associate for our Nashville, TN office. You will resolve client questions, manage inquiries and escalations, and support multiple asset classes including hospitality and real estate.

The role requires a Bachelor's degree and 2+ years in customer-facing roles, plus proficiency with Microsoft Office and CRM systems. Excellent communication and collaboration are essential.

Competenze

• Bachelor's degree from accredited college/university.
• Two+ years in a customer-facing role.
• Two+ years using Microsoft Office (Excel, Outlook, Word).

Mansioni

• Maintain knowledge of products to resolve client questions and issues.
• Understand client needs and deliver solutions within SLA expectations.
• Serve as client-facing contact in a fast-paced environment, handling inquiries and escalations.
• Support customers across asset classes such as hospitality, real estate, and related sectors.
• Identify workflow gaps and support continuous improvement initiatives.
• Adopt new tools and processes while reinforcing best practices.
• Document interactions using ticketing/case management systems; maintain records.
• Develop knowledge of CoStar + STR Benchmark to educate clients on solutions.
• Provide customer training via live virtual meetings.
• Support onboarding and knowledge sharing for new team members.
• Communicate clearly with internal and external stakeholders.
• Apply problem-solving to assess issues and determine resolutions.
• Manage multiple cases with attention to detail.
• Collaborate cross-functionally to support other departments.
• Share client feedback and trends with leadership; drive actions.
• Demonstrate accountability by driving work to resolution.

Conoscenze

Customer-facing experience

Microsoft Office

Formazione

Bachelor's degree

Strumenti

CRM systems

Descrizione del lavoro

Product Support Associate, STR - Nashville, TN

Job Description

Who is CoStar Group?CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index, 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.

Role Overview: Product Support Associate

Nashville, TN | In office, Monday – Friday

STR, acquired by CoStar Group in 2019, provides premium data benchmarking, analytics, and marketplace insights for the global hospitality sector. Founded in 1985, STR maintains a presence in 15 countries with a corporate North American headquarters in Nashville, Tennessee, a European headquarters in London, and an Asia Pacific headquarters in Singapore.

Responsibilities

• Maintain strong knowledge of products and services to accurately and efficiently resolve client questions, concerns, and issues.
• Seek to fully understand client needs, demonstrate a willingness to help, and deliver comprehensive solutions within established service-level expectations.
• Serve as a client-facing point of contact in a fast-paced environment, managing customer inquiries, issues, and escalations with a focus on first-contact resolution and customer satisfaction.
• Support customers across multiple asset classes, including hospitality, hostels, short-term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed.
• Identify workflow gaps, inefficiencies, and recurring issues, and actively support continuous improvement initiatives that positively impact productivity, quality, and the customer experience.
• Support change initiatives by adopting new tools, processes, and workflows while reinforcing best practices.
• Accurately document, track, and maintain customer interactions, cases, and account or subscription information using ticketing and case management systems and other internal systems.
• Create and maintain accurate customer records and historical documentation to ensure continuity, compliance, and effective follow-up.
• Develop strong subject matter knowledge of CoStar + STR Benchmark and other services to educate clients on available solutions and best fit for their needs.
• Provide customer training as needed, including product overviews, methodology reviews, and website or platform usage via live virtual meetings.
• Support onboarding and knowledge sharing for new team members or clients by reinforcing processes and assisting with tool adoption.
• Communicate clearly and effectively with internal and external stakeholders using strong written and verbal communication skills.
• Apply problem-solving and critical‑thinking skills to assess issues, evaluate options, and determine appropriate resolutions.
• Manage multiple cases and priorities simultaneously while maintaining strong attention to detail and organization.
• Collaborate cross‑functionally to support other departments and achieve shared goals.
• Share client feedback, trends, and recurring issues with leadership and recommend actions to improve future outcomes.
• Demonstrate accountability and ownership by driving work through resolution with a results‑oriented mindset.

Basic Qualifications

• Bachelor's degree required from an accredited, not‑for‑profit, in‑person college/university.
• A track record of commitment to prior employers.
• Two or more years of experience in a customer‑facing role.
• Two or more years of experience using Microsoft Office applications (Excel, Outlook, and Word).

Preferred Qualifications

• Fluent (written and verbal) in English and Spanish.
• Experience using CRM or case management systems.
• Ability to work across multiple systems simultaneously.
• Strong multitasking and prioritization skills in a fast‑paced environment.
• Ability to manage deadlines and deliver consistent results.
• Ability to work independently while contributing effectively within a team.
• Excellent written and verbal communication skills with a strong customer‑service mindset.
• Ability to develop thoughtful solutions to client questions and concerns.
• Adaptability and flexibility in a high‑growth, evolving environment.
• Ability to analyze data and identify issues or discrepancies.

What’s In It For You?

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

Sponsorship

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.

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