Lead Customer Service Rep

Role Details

Lead Customer Service Rep

Job ID

109066

Posted

06-Mar-2023

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Customer Service

Location(s)

Charlotte - North Carolina - United States of America, Remote - US - Remote - US - United States of America

Job summary

The purpose of this position is to provide information and resolutions in response to inquiries about products and services.

Essential duties and responsibilities

• 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.

• 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 assist with the training of new hires and temporary employees on CMMS, 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 coordinate work and assign tasks.

Qualifications

To perform this job successfully, an individual will 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. Ability to solve problems. 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 schedules. Errors in judgment may cause short-term impact to co-workers and supervisor.

Why CBRE?

• A culture of respect, integrity, service and excellence shapes our approach to every opportunity.

• We lead by example, guided by the needs of the cities we inhabit, the communities we build and the world we live in.

CBRE is an equal opportunity employer that values diversity. We have 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. We also provide reasonable accommodations, as needed, throughout the job application process. If you have a disability that inhibits your ability to apply for a position through our online application process, you may contact us via email at recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

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 $ 46,000 annually or $22.12 per hour and the maximum salary for the Lead Customer Service Rep position is $46,500 annually or $22.36 per hour. The compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program.

CBRE is an equal opportunity employer that values diversity. We have 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. We also provide reasonable accommodations, as needed, throughout the job application process. If you have a disability that inhibits your ability to apply for a position through our online application process, you may contact us via email at recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

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.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)

CBRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.