T he purpose of this position is to provide information in response to inquiries about services and to handle and resolve complaints in a call center environment. Provide timely, pleasant and professional customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Bi-lingual, Spanish speaking individual with ability to read and write in both Spanish and English with experience in heavy volume call center and rapid response time between 9:30am – 6:00pm, answer multiple incoming phone lines.
Provide information to callers as appropriate, obtain necessary information and transfers callers to correct extensions.
Respond quickly and accurately to emergency situations, dispatching of emergency personnel/emergency code calls.
Accurately utilize the features of the IWMS system, telephone, email and other related equipment.
Maintain confidentiality, security and integrity with organizational and client data.
Cross train to support work order process, with a focus on P1 (critical) work orders, update and maintain resource manuals.
Perform special projects as required.
P r ovides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues.
G enerates and dispatches service request work orders for completion by vendors. Schedules conference rooms and audio visual equipment.
Responds to customer inquiries and concerns. Follows up with customers to ensure customer satisfaction.
Updates Computer Maintenance Management System (CMMS), customer service database, and spreadsheets as needed with updated service information.
Contacts customer for additional information and communicating the steps in the work order process. Runs, reviews, and distributes various customer service reports as necessary.
May generate and dispatch service request work orders for completion by vendors.
May assist with the training of new hires and temporary employees on CMMS (Computer Maintenance Management System), customer service database, email, Live Chat and Call Center procedures.
Provides informal assistance such as technical guidance and/or training to co-workers.
O ther duties may be assigned.
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.
Some experience with ADP Ariba
EDUCATION and EXPERIENCE
High school diploma or general education degree (GED) required. Minimum 2 years of related experience.
CERTIFICATES and/or LICENSES
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.
Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.
Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.
OTHER SKILLS and ABILITIES
SCOPE OF RESPONSIBILITY
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
Internal Number: 18022264
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.