Customer Service Manager (Hybrid - Redmond, WA)
CBRE
Posted Sunday, May 3, 2026
Posting ID: 273485
Redmond, WA
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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:
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 the recruiting and hiring of new employees.
- Provide reporting for client's 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 the 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 own discipline 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.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
HybridCustomer InquiriesCustomer ServiceOperationsCoachingKey Performance Indicators (KPIs)Training And DevelopmentManagementPerformance AppraisalContinuous Improvement ProcessInfluencing SkillsCall Center ExperienceTroubleshooting (Problem Solving)Team Performance Management
