Client Service Specialist - Commercial Real Estate at Moody's Analytics

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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