Customer Service Sr. Coordinator (Evening Shift)

Location: Greenville, TX (Onsite) About the Role As a CBRE Customer Service Sr. Coordinator, you will play a key role in supporting daily operations within our client care team by serving as a resource for customer service agents, managing escalations, and ensuring operational continuity throughout the shift. This position combines customer service expertise, coaching, quality assurance, and operational support to help deliver exceptional service and meet client expectations. This role is part of the Call Center function, which is responsible for delivering end-to-end customer support, resolving service inquiries, and ensuring a seamless customer experience. The Customer Service Sr. Coordinator helps maintain service quality, productivity, and compliance standards while supporting the success and development of the broader team. This is a fully onsite position in Greenville, TX. The scheduled shift is Sunday through Thursday from 2:30 PM to 10:30 PM, with occasional overtime and weekend coverage as business needs require. What You'll Do Answer incoming service requests via phone, email, chat, and online platforms while providing timely resolution to customer inquiries and escalating issues when appropriate. Serve as a primary point of support for agents by responding to questions, assisting with complex situations, and helping resolve customer escalations. Generate, distribute, and follow up on service request work orders to ensure timely completion and customer satisfaction. Monitor staffing levels, schedules, and shift coverage to maintain operational continuity and meet service level commitments. Conduct quality audits of customer interactions, service tickets, and operational processes to support performance improvement efforts. Provide coaching, feedback, and guidance to team members to drive performance and help achieve client KPIs and service objectives. Maintain accurate information within company systems, customer databases, reports, and spreadsheets. Gather, analyze, and evaluate operational data to identify trends and support business reporting needs. Balance workloads, address operational challenges in real time, and help ensure productivity and service quality standards are consistently achieved. Lead by example and model behaviors consistent with CBRE's RISE values of Respect, Integrity, Service, and Excellence. What You'll Need High School Diploma or GED preferred. 2-3 years of customer service, call center, or related operational experience. Experience supporting customer-facing operations in a fast-paced environment. Advanced Microsoft Office skills, including Excel, Outlook, and Word. Strong organizational, analytical, and problem-solving abilities. Excellent verbal and written communication skills with the ability to explain complex information clearly and effectively. Ability to prioritize multiple tasks while maintaining accuracy and attention to detail. Demonstrated ability to work independently, make sound decisions, and support team performance. Preferred Qualifications Experience leading, mentoring, or supporting operational teams. Experience performing audits, quality assurance reviews, or performance evaluations. Strong coaching and employee development capabilities. Facilities Management industry experience. Why CBRE When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values: respect, integrity, service and excellence. We value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants. Applicant AI Use Disclosure We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process. Disclaimers Equal Pay Disclosure (Texas): The pay range for this position is $46,342.40 - $78,644.80 annually . Compensation is determined by several factors, including but not limited to a candidate's education, training, certifications, experience, skills, and geographic location. Benefits information will be provided during the hiring process. Sponsorship: CBRE is unable to provide visa sponsorship now or in the future for this position. #J-18808-Ljbffr CBRE, Inc.