PURPOSE OF THE POSITION
To provide, revoke or assist in reviewing physical access provisioning in all client sites globally per the Physical Access Management Standard.
To provide information in response to inquiries about products and services and to handle and resolve complaints.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility and access 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 system tools and spreadsheets as needed with updated service or customer information.
Contacts customer for additional information and communicating the next steps in the work order or access request 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 Prowatch, Remedy, email, Live Chat and Call Center procedures.
Provides informal assistance such as technical guidance and / or training to co-workers.
Must be able to work on a shifting schedule (24 / 7 including holidays).
Other duties may be assigned.
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
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.
Ability to calculate simple figures such as percentages.
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.
Willing to follow 6-day work schedule and to work on any shift depending on business needs
Willing to report on client location. Work from Home is case to case basis
CBRE is an equal opportunity / affirmative action employer with 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.