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 client's business needs, goals and objectives.
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.
Monitors the performance, training, and development of staff. 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.
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.
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.
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 center management.
Call Center management and skills preferred.
CERTIFICATES and/or LICENSES
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.
Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis.
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.
Equal Opportunity and Affirmative Action Employer
Women/Minorities/Persons with Disabilities/US Veterans
Apply for this job at http://cbre.contacthr.com/57565045
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Website : http://www.cbre.com
CBRE Group, Inc. operates as a commercial real estate services and investment company worldwide. The company operates through Americas; Europe, Middle East and Africa; Asia Pacific; Global Investment Management; and Development Services segments. It provides advisory services, such as strategic advice and execution to owners, investors, and occupiers of real estate in connection with leasing, disposition, and acquisition of property; integrated investment sales and debt/equity financing services under the CBRE Capital Markets brand; and valuation services, including market value appraisals, litigation support, discounted cash flow analyses, and feasibility and fairness opinions, as well as originates, sells, and services commercial mortgage loans. CBRE Group, Inc. offers its commercial real estate services under the CBRE brand name; investment management services under the CBRE Global Investors brand name; and development services under the Trammell Crow brand name. CBRE Group, Inc. was founded in 1906 and is based in Los Angeles, California.