• Customer Service Manager

    CBREColumbus, OH 43201

    Job #1289673653

  • Customer Service Manager Columbus, Ohio, United States Facilities Management/Engineering/Maintenance Requisition # 20020125 Post Date Aug 31, 2020 JOB SUMMARY The purpose of this position is to manage and coordinate the activities of the customer service center team and ensure that initiatives and programs are aligned with the clients business needs, goals and objectives. For candidates considering this position, the following work schedule would apply: 12 PM - 9 PM, Tues - Sat to start, some flexibility may apply. ESSENTIAL DUTIES AND RESPONSIBILITIES Manages and organizes the activities of customer service representatives (CSR). Troubleshoots and resolves complex customer inquiries and complaints that are escalated. Follows up with customers to ensure satisfaction. Ability to work in a fast-paced environment and provide timely responses. Monitors the performance, training, and development of staff (domestic and offshore management experience a plus). Conducts performance evaluations and counseling. Responsible for recruiting and hiring new employees within the Call Center environment. Motivates and coaches staff towards attaining performance goals, maintaining high productivity, and improving customer satisfaction. Experience positively impacting culture (ie. retention, job satisfaction). Develops and implements procedures to improve employee efficiency and ensure smooth operations. Creates and analyzes special customer service reports for management and field personnel. Oversees workflow and tracking within the database to ensure accuracy and integrity of the system. Other duties may be assigned. SUPERVISORY RESPONSIBILITIES Provides formal supervision to individual employees within a work unit and/or group. Responsible for identifying training needs, tracking performance, coaching, and motivating direct reports. Provides input into hiring, terminating, compensation, and performance evaluation. 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 Bachelors degree (BA/BS) from four-year college or university preferred. Minimum 5 years experience related to customer service/call center management. Call Center management and skills preferred. CERTIFICATES and/or LICENSES None COMMUNICATION SKILLS Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information. Ability to respond effectively to sensitive issues. FINANCIAL KNOWLEDGE Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis. REASONING ABILITY Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills. OTHER SKILLS and ABILITIES Intermediate skills with Microsoft Office Suite products. Experience in decision making abilities with a sense of urgency. Excellent internal and external customer service. SCOPE OF RESPONSIBILITY Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause short-term impact to department. US Company Profile About CBRE Group, Inc. CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Los Angeles, is the world's largest commercial real estate services and investment firm (based on 2019 revenue). The company has more than 100,000 employees (excluding affiliates) and serves real estate investors and occupiers through more than 530 offices (excluding affiliates) worldwide. CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services. Please visit our website at ~~~.CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)