Lead Customer Service Rep
Posted
10-Feb-2023
Service line
GWS Segment
Role type
Full-time
Areas of Interest
Customer Service
Location(s)
Remote - US - Remote - US - United States of America
JOB SUMMARY
The purpose of this position is to provide information in response to inquiries about products and services and to handle and resolve escalated complaints.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Key contact for Customer Service Representatives on escalated customer issues and complaints. Provides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues.
Generates and dispatches service request work orders for completion by vendors. Schedules conference rooms and audio visual equipment.
Responds to customer inquires and concerns. Follows up with customers to ensure customer satisfaction. Key contact for Customer Service Representatives on escalated customer issues and complaints.
Updates Computer Maintenance Management System (CMMS), customer service database, and spreadsheets as needed with updated service information.
Contacts customer for additional information and communicating the steps in the work order process.
Runs, reviews, and distributes various customer service reports as necessary.
May generate and dispatch service request work orders for completion by vendors.
May assist with the training of new hires and temporary employees on CMMS (Computer Maintenance Management System), customer service database, email, Live Chat and Call Center procedures.
Provides informal assistance such as technical guidance and/or training to co-workers.
Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES
No formal supervisory responsibilities in this position.
May provide informal assistance such as technical guidance and/or training to coworkers.
May coordinate work and assign tasks.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
High school diploma or General Education Degree (GED). Minimum of 4 years facility/property management or call center related experience.
CERTIFICATES and/or LICENSES
None
COMMUNICATION SKILLS
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.
FINANCIAL KNOWLEDGE
Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.
REASONING ABILITY
Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.
OTHER SKILLS and ABILITIES
Intermediate Knowledge of Microsoft Office Suite products. Ability to type 45-50 WPM.
SCOPE OF RESPONSIBILITY
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Lead Customer Service Rep position is $45,000 annually [or $21.63 per hour] and the maximum salary for the Lead CSR position is $51,500 annually [or $24.76 per hour]. The compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience.
CBRE is an equal opportunity/affirmative action employer with a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.
NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.