Senior Customer Service Manager (REMOTE, CA)
CBRE
Remote
senior
customer service
manager
remote
customer service
america
management
manages
financial
remote
global customer service
develops
procedures
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October 5, 2022
CBRE
Mountain View, California
FULL_TIME
Sr Customer Service Manager (REMOTE, CA) Job ID 86274 Posted 20-Sep-2022 Service line GWS Segment Role type Full-time Areas of Interest Customer Service Location(s) Carlsbad - California - United States of America, Los Angeles - California - United States of America, Mountain View - California - United States of America, San Diego - California - United States of America, San Francisco - California - United States of America, San Jose - California - United States of America, Sunnyvale - California - United States of America.JOB SUMMARY* The purpose of this position is to oversee the work activities of the entire customer service department and strategically manage local, national, and global customer service projects and initiatives ensuring those are aligned with the client's business needs, goals and objectives This position open to remote work in California.
ESSENTIAL DUTIES AND RESPONSIBILITIES* Manages and organizes the activities of customer service representatives (CSR). Troubleshoots and resolves complex customer inquires and complaints that are escalated. Follows up with customers to ensure satisfaction.
Motivates and coaches staff towards attaining performance goals, maintaining high productivity, and improving customer 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. Manages and supports the development, tracking, and implementation of the customer service process efficiency and technology projects on a national and global level. Develops strategic plans for development and support initiatives nationally and globally.
Acts as the single point of contact (SPOC) between the client, department, and senior management to strategically manage local, national, and global customer service projects and initiatives. Creates a positive experience by opening and maintaining constructive and reliable lines of communication. Identifies, analyzes and recommends to senior management enhancements, additions, and changes on technical, software and/or process-related projects on a national level.
Other duties may be assigned SUPERVISORY RESPONSIBILITIES* Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime.
Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.
Manages a functional work unit and/or group 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 6-8 years experience related to customer service/call center management. Call Center management and skills required 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 advances 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* Proficient 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 in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause long-term impact to co-workers, supervisor, department and/or line of business.
CBRE is an equal opportunity/affirmative action employer with 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. _NOTE:_ _An additional requirement for this role is the ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing._ CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans).
ESSENTIAL DUTIES AND RESPONSIBILITIES* Manages and organizes the activities of customer service representatives (CSR). Troubleshoots and resolves complex customer inquires and complaints that are escalated. Follows up with customers to ensure satisfaction.
Motivates and coaches staff towards attaining performance goals, maintaining high productivity, and improving customer 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. Manages and supports the development, tracking, and implementation of the customer service process efficiency and technology projects on a national and global level. Develops strategic plans for development and support initiatives nationally and globally.
Acts as the single point of contact (SPOC) between the client, department, and senior management to strategically manage local, national, and global customer service projects and initiatives. Creates a positive experience by opening and maintaining constructive and reliable lines of communication. Identifies, analyzes and recommends to senior management enhancements, additions, and changes on technical, software and/or process-related projects on a national level.
Other duties may be assigned SUPERVISORY RESPONSIBILITIES* Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime.
Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.
Manages a functional work unit and/or group 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 6-8 years experience related to customer service/call center management. Call Center management and skills required 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 advances 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* Proficient 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 in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause long-term impact to co-workers, supervisor, department and/or line of business.
CBRE is an equal opportunity/affirmative action employer with 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. _NOTE:_ _An additional requirement for this role is the ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing._ CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans).
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