Customer Service Manager (Hybrid - Redmond, WA)

Customer Service Manager (Hybrid - Redmond, WA)

CBRE - 3.6

Redmond, WA Job Details Full-time $100,000 - $120,000 a year 15 hours ago Benefits Health insurance Dental insurance 401(k) Vision insurance Life insurance Qualifications Microsoft Excel Microsoft Outlook Staff scheduling Process improvement Employee retention Mid-level Improving operational efficiency Team development Key Performance Indicators Math Bachelor's degree Mentoring Implementing HR recruitment processes Recruiting Escalation handling Leadership Delegation Call center management Team motivation (leadership skill) Staffing management Overseeing training Staff development Performance evaluation Full Job Description About the

Role:

As a CBRE Customer Service Manager, you will manage andcoordinate the activities of the customer service center team. This job is partof the Call Center job function. They are responsible for providing end-to-endsupport to resolve customer inquiries or concerns and seek continuousimprovement. This role may manage some small programs related to the callcenter.

What You'll Do:

Provide formal supervision to employees. Monitor thetraining and development of staff. Conduct performance evaluations andcoaching. Oversee the recruiting and hiring of new employees. Provide reporting for client's needs. Measure team performance through key performanceindicators. Coordinate and manage the team's daily activities.

Establish work schedules, assign tasks, and cross-train staff. Set and trackstaff and department deadlines. Mentor and coach as needed. Execute procedures to improve team efficiency and centeroperations. Identify, troubleshoot, and resolve escalated complexcustomer inquiries and complaints. Follow up to ensure satisfaction. Verify projects and programs alignment with the client'sbusiness needs goals and objectives. Review special customer service reports and providerecommendations for management and field personnel. Exchange and explain difficult information, conveyperformance expectation, and handle sensitive issues. Lead by example and model behaviors that are consistentwith

CBRE RISE

values. Influence parties of shared interests to reach anagreement. Apply knowledge of own discipline and how own disciplineintegrates with others to achieve team and departmental objectives. Identify, troubleshoot, and resolve day-to-day andmoderately complex issues which may or may not be evident in existing systemsand processes.

What You'll Need:

Bachelor's Degree preferred with 3-5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered. Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention preferred. Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems. Leadership skills to motivate team impact on quality, efficiency, and effectiveness of the job discipline and department. In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc. Extensive organizational skills with a strong inquisitive mindset. Advanced math skills. Ability to calculate difficult figures such as percentages, fractions, and other financial-related calculations. CBRE carefully considers multiple factors to determine compensation, including a candidate's education, training, and experience. The minimum salary for the Customer Service Manager position is $100,000 annually and the maximum salary for the position is $120,000 annually. The compensation offered to a successful candidate will depend on their skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE's applicable benefit program. This role will provide the following benefits: 401(K), Dental insurance, Health insurance, Life insurance, and Vision insurance.

Equal Employment Opportunity:

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.

Candidate Accommodations:

CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company's success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).