Helpdesk Lead

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. 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. 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 provides 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

Do you have experience in Organizational skills?, Do you have a Bachelor’s degree?, 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.