Customer Service Manager (Hybrid - Redmond, WA)

Customer Service Manager (Hybrid - Redmond, WA) Location: Redmond, WA About the Role 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 and seek continuous improvement. This role may manage some small programs related to the call center. What You’ll Do Provide formal supervision to employees. Monitor the training and development of staff. Conduct performance evaluations and coaching. Oversee recruiting and hiring of new employees. Provide reporting for client needs. Measure team performance through key performance indicators. 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 client’s business needs, goals, and objectives. Review special customer service reports and provide 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 it 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 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 staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention. 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 (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. Compensation and Benefits CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Customer Service Manager position is $100,000 annually and the maximum salary is $120,000 annually. The compensation offered to a successful candidate will depend on their skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program. This role will provide the following benefits: 401(k), dental insurance, health insurance, life insurance, and vision insurance. Equal Employment Opportunity: CBRE has a long‑standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law. Candidate Accommodations CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at View email address on click.appcast.io or via telephone at View phone number on click.appcast.io (U.S.) and View phone number on click.appcast.io (Canada). #J-18808-Ljbffr National Black MBA Association