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Customer Service Manager (Hybrid - Redmond, WA)
Customer Service Manager (Hybrid - Redmond, WA)
Référence du poste
273485
Posté
29-avr-2026
Ligne de service
GWS Segment
Type de rôle
À plein temps
Centres d"intérêt
Service à la Clientèle
Localisation(s)
Redmond - Washington - United States of America
About the Role:
As a CBRE Customer Service Manager, you will manage and coordinate the activities of the customer service center team. This job is part of the Call Center job function. They are responsible for providing end-to-end support to resolve customer inquiries or concerns and seek continuous improvement. This role may manage some small programs related to the call center.
What You'll Do:
- Provide formal supervision to employees. Monitor the training and development of staff. Conduct performance evaluations and coaching. Oversee the recruiting and hiring of new employees.
- Provide reporting for client's needs.
- Measure team performance through key performance indicators.
- Coordinate and manage the team"s daily activities. Establish work schedules, assign tasks, and cross-train staff. Set and track staff and department deadlines. Mentor and coach as needed.
- Execute procedures to improve team efficiency and center operations.
- Identify, troubleshoot, and resolve escalated complex customer inquiries and complaints. Follow up to ensure satisfaction.
- Verify projects and programs alignment with the client"s business needs goals and objectives.
- Review special customer service reports and provide recommendations for management and field personnel.
- Exchange and explain difficult information, convey performance expectation, and handle sensitive issues.
- Lead by example and model behaviors that are consistent with CBRE RISE values. Influence parties of shared interests to reach an agreement.
- Apply knowledge of own discipline and how own discipline integrates with others to achieve team and departmental objectives.
- Identify, troubleshoot, and resolve day-to-day and moderately complex issues which may or may not be evident in existing systems and 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.
CBRE GWS
CBRE Global Workplace Solutions (GWS) propose des prestations multi techniques et multi services afin d'assurer une gestion efficace et pérenne des services généraux de nos clients. CBRE GWS France traite ainsi toutes les facettes de la gestion des installations, en utilisant un modèle intégré qui combine des services directs et des sous-traitants spécialisés.
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