CBRE is the global leader in commercial real estate services, has been ranked the industry's top brand by the Lipsey Company for 15 consecutive years, and has been named one of Fortune's "Most Admired Companies" in the sector four years in a row. Through our values of respect, integrity, service and excellence, we maintain a relentless focus on creating winning outcomes for our clients, employees and shareholders.
The commercial real estate market is undergoing a significant and exciting change - driven by data and technology. Digital and Technology powered products play a vital role in CBRE's mission to create unmatched value for our clients.
WE OFFER
A commitment to providing you with career growth opportunities within your CBRE career
An open source culture/atmosphere that encourages learning and contributing back to the community.
Energetic and collaborative teams and consulting partners
We support staying on top of the latest best practices and tools
A competitive compensation package, complete with benefits (Medical/Dental/Vision/401(k)/Disability)
Paid holidays/vacation
JOB SUMMARY
The purpose of this position is to provide information in response to inquiries about products and services and to handle and resolve complaints. Serve as communication resource for account members, staff and medical team accessing services through the switchboard. Provide timely, pleasant and professional customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Experience with heavy volume call center and rapid response time between 8 am - 5pm, answer multiple incoming phone lines. Provide information to callers as appropriate, obtain necessary information and transfers callers to correct extensions
Perform overhead paging and use of public address system, document paging and hospice calls to meet compliance standards
Respond quickly and accurately to emergency situations, dispatching of emergency personnel/emergency code calls
Accurately utilize the features of the PBX console, headsets, telephone and other related equipment
Maintain confidentiality, security and integrity of patient and organizational 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
Provides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues.
Generates 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.
Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES
None
QUALIFICATIONS
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.
EDUCATION and EXPERIENCE
High school diploma or general education degree (GED) required. Call Center experience preferred. Minimum two years of related experience.
CERTIFICATES and/or LICENSES
None
COMMUNICATION SKILLS
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.
FINANCIAL KNOWLEDGE
Ability to calculate simple figures such as percentages.
REASONING ABILITY
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
Intermediate Knowledge of Microsoft Office Suite products. Ability to type 45-50 WPM.
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.
