OOH Helpdesk Lead

As a CBRE Customer Service Senior Coordinator, you will provide high-level information and resolve complex day-to-day and escalated issues in response to inquiries about products and services.

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:

• Answer incoming service requests, via phone, chat, email & online requests. Respond to customer inquiries and concerns. Escalate, as necessary.


• Generate, distribute, and follow up on service request work orders for completion.


• Schedule meetings and coordinate coordination as needed.


• Update company systems, customer service databases, and spreadsheets.


• Contact customers for updated information, as necessary.


• Gather and evaluate data for various ad hoc reports.


• Provide technical guidance and training to coordinators.


• Lead by example and model behaviors that are consistent with CBRE RISE values. Guide team through the application of basic knowledge.


• Recognize and solve typical and atypical problems that can occur in own work area without supervisory approval.


• Impact team through the quality of the services or information provided.


• Evaluate and select solutions from established options.


• Follow standardized procedures and practices and receive regular but moderate supervision and guidance.
  
  High School Diploma or GED with 2-3 years of job-related experience.


• An established understanding of work routines and standards and applying skills and knowledge in a range of processes, procedures, and systems are required.


• Requires intermediate problem-solving skills with the capacity to review and select solutions from available options without supervisory approval.


• Ability to explain detailed and complicated information within the team in a clear and concise manner.


• Advanced knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.


• Strong organizational skills with a robust inquisitive mindset.


• General math skills. Ability to calculate advanced figures such as percentages, discounts, and markups. or complicated information within the team.