Academic Client Services Representative, STR – Nashville, TN

Academic Client Services Representative

Nashville, TN | In-office, Monday-Friday

Role Overview

Serve as a primary point of contact for universities in the onboarding process, guiding them through the application and contracting process, managing orientation activities for professors and students, and coordinating with other CoStar departments to ensure timely and accurate access.

Set clear expectations with our customers by presenting timelines and requirements for onboarding, while following all internal procedures to create, send and track contract proposals.

Respond promptly and accurately to inquiries, via email or phone, to address customer needs. Manage and monitor case queues and group inboxes, routing emails to appropriate team members.

Collaborate across departments to deliver a seamless experience for professors and students, proactively identifying and resolving any roadblocks.

Act as a trusted advisor, providing recommendations and guidance to support customer migration from legacy STR products to CoStar.

Support the Director of CoStar Academic Engagement in administering certification and training programs.

Review and process inbound custom data requests for research or classroom use, including validating the request, presenting options, and producing data exports – while maintaining data confidentiality.

Update onboarding and training materials as processes change and new features are available.

Ensure customer information is accurately entered and maintained in CoStar systems.

Consistently evaluate current processes and share ideas for improvements with leadership.

Basic Qualifications

• Bachelor's degree required from an accredited, not-for-profit, in-person college/university.
• A track record of commitment to prior employers.
• 3+ years' experience supporting customers in a client facing environment.
• Proficiency using Microsoft Office (Excel, Word, PowerPoint), a Customer Relationship Management (CRM) system, or similar systems.
• Proven ability to resolve customer inquiries in a timely manner with a high degree of accuracy.
• Experience communicating with internal colleagues and external clients by phone, chat, and email.
• Strong problem-solving, collaboration, and organization skills.
• Ability to work effectively within a team environment as well as an individual contributor.

Preferred Qualifications

• Experience following established processes to meet a deadline.
• Strong relationship-building skills with internal colleagues and clients.
• Ability to thrive in a fast-paced environment while prioritizing multiple tasks.
• Comfort working across multiple systems simultaneously.
• 1+ year hotel or real estate industry experience.
• 1+ year experience working with universities and research institutions.
• Experience supporting data-intensive products or services.
• Adaptability to evolving processes and information.

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 and tuition reimbursement.

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
• 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.