Job Description
Who is CoStar Group?
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.
Role Overview: Manager, Finance Customer Contact Center
Richmond, VA | In office, Monday-Friday
CoStar Group continues to grow and isseekingan energetic, customer‑focused problem solver to join our Finance Customer Contact Management team asManager, Finance Customer Contact Center, based in our downtown Richmond, VA office.
This roleis responsible forleading one of our Finance Customer Care support teams, which receives, analyzes, and resolves inquiries and service tickets from both internal and external stakeholders.
A key focus of the role is building strong, collaborative partnerships with the Sales organization, internal sales support teams, and cross‑functional partners across Finance to ensuretimely,accurate, and high‑quality service delivery.
Responsibilities
Team Leadership:Provide strong leadership, coaching, and mentorship to a team of professionals, fostering high performance and accountability while supporting individual and team success.
Performance Management:Conduct regular performance evaluations, providetimelyand constructive feedback, andidentifydevelopment opportunities to support continuous growth and professional advancement.
Communication:Promote clear, effective, and consistent communication within the team and across departments to ensure alignment, transparency, and stakeholder engagement.
Problem Solving:Proactivelyidentifychallenges, analyze root causes, and implement effective solutions to address issues,maintainservice continuity, and support organizationalobjectives.
Process Improvement:Evaluate andoptimizeexisting processes and workflows to improve efficiency, quality, and scalability while supporting ongoing business growth.
Relationship Management:Build andmaintainstrong relationships with key stakeholders, ensuring service expectations are met orexceededand issues are resolved effectively.
Policy & Compliance:Ensure adherence to company policies, procedures, and industry standards,maintainingethical practices and supporting the organization’s reputation.
Metrics‑Driven Execution:Maintainand support Service Level Agreements (SLAs) that drive best‑in‑class quality, service, and productivity metrics.
Project & Operational Support:Support and, as needed, perform front‑line activities to ensure successful execution of daily operational requirements and departmental initiatives.
Basic Qualifications
External applicants are expected to have:
Bachelor’s degree from an accredited, not-for-profit, in-person college/university.
A track recordof commitment to prior employers.
8+ years of professional experience with:
At least5+ years in Customer Service, Customer Contact Service, or similar client facing operational role.
Atleast3+ years ofprovenexperience in apeople managementroleinahighlytransactional environment; management experience in a call centerispreferred.
Internal applicants are expected to have:
Bachelor’s degree from an accredited, not-for-profit, in-person college/university.
8+ years of professional experience with at least 3+ years of experience supporting financial processes or in a client facing operational role.
Demonstrates leadership acumen.
Must be approved for internal mobility and consistently meet performance expectations.
All applicants are expected to have the following:
Proficiencyin Microsoft Office (Excel, PowerPoint, Word, Outlook) to manage projects, analyze data, and track performance metrics.
Strong interpersonal and communication skills, with the ability to motivate, influence, and build effective relationships with team members and stakeholders.
Demonstrated problem‑solving and decision‑making skills, with a strategic approach to navigating complex operational challenges.
Ability to thrive in a fast‑paced, dynamic environment while adapting to changing priorities and business needs.
Excellent organizational and time‑