24 days old

Customer Service Manager, Facilities Call Center

Redmond, WA 98052
JOB SUMMARY

The purpose of this position is to manage and coordinate the activities of the Tactical Operations Center and ensure that initiatives and programs are aligned with the client's business needs, goals and objectives. 


ESSENTIAL DUTIES AND RESPONSIBILITIES

Manages and organizes the activities of our tactical operations centre team members.

Troubleshoots and resolves escalated customer inquiries and complaints. Provides necessary follow up with customers to ensure customer delight.

Supports the performance, training, and career development of employees through coaching and annual performance evaluations. Responsible for recruiting and hiring new employees within the Call Center environment.

Motivates and coaches employees towards attaining performance goals, maintaining high productivity, and improving customer satisfaction.

Innovates, develops, and implements new procedures to improve customer satisfaction and employee efficiency and ensure smooth operations on a daily basis.

Create and analyse 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.


Requirements

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

Bachelor's degree (BA/BS) from four-year college or university required. Minimum 5 years experience related to customer service/call centre management a plus. 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. Ability to maintain composure in high stress situations with customers and employees.


FINANCIAL KNOWLEDGE

Requires 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 and situations. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.


OTHER SKILLS AND/OR 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 co-workers, supervisor, and the Client. Must reflect the CBRE RISE values (Respect, Integrity, Service, Excellence) in all daily working practices.


Categories

Posted: 2019-10-18 Expires: 2019-11-18

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Customer Service Manager, Facilities Call Center

CBRE
Redmond, WA 98052

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