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Customer Experience Service Manager

Company: CBRE
Location: New York
Posted on: April 2, 2024

Job Description:

Customer Experience Service Manager

Job ID




Service line

GWS Segment

Role type


Areas of Interest

Administrative, Communications/Public Relations, Customer Service, Facilities Management, People/Human Resources, Project Management, Workplace Strategy


New York City - New York - United States of America


The purpose of this position is to oversee the work activities of the entire customer service department and strategically manage local, national, and global customer service projects and initiatives ensuring those are aligned with the client's business needs, goals and objectives.


Manages and organizes the activities of customer service representatives (CSR).

Troubleshoots and resolves complex customer inquires and complaints that are escalated. Follows up with customers to ensure satisfaction.

Motivates and coaches staff towards attaining performance goals, maintaining high productivity, and improving customer satisfaction.

Develops and implements procedures to improve employee efficiency and ensure smooth operations.

Creates and analyzes special customer service reports for management and field personnel.

Oversees workflow and tracking within the database to ensure accuracy and integrity of the system.

Manages and supports the development, tracking, and implementation of the customer service process efficiency and technology projects on a national and global level.

Develops strategic plans for development and support initiatives nationally and globally.

Acts as the single point of contact (SPOC) between the client, department, and senior management to strategically manage local, national, and global customer service projects and initiatives. Creates a positive experience by opening and maintaining constructive and reliable lines of communication.

Identifies, analyzes and recommends to senior management enhancements, additions, and changes on technical, software and/or process-related projects on a national level.

Other duties may be assigned.


Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values. Manages a functional work unit and/or group.


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.


Bachelor's degree (BA/BS) from four-year college or university required. Minimum 6-8 years experience related to customer service/call center management.

Call Center management and skills required.




Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information. Ability to respond effectively to sensitive issues.


Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advances financial analysis.


Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.


Proficient skills with Microsoft Office Suite products. Experience in decision making abilities with a sense of urgency. Excellent internal and external customer service.


Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause long-term impact to co-workers, supervisor, department and/or line of business.

CBRE carefully considers multiple factors to determine compensation, including a candidate's education, training, and experience. The minimum salary for the Senior Meeiting & Events Planner position is $70,000 annually and the maximum salary for the Senior Meeting & Events Planner position is $80,000 . The compensation that is offered to a successful candidate will depend on the candidate's 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.

CBRE is an equal opportunity employer that values diversity. We have 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. We also provide reasonable accommodations, as needed, throughout the job application process. If you have a disability that inhibits your ability to apply for a position through our online application process, you may contact us via email at or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.


Host is a service line of CBRE, the world's largest commercial real estate organization. Our mission is to increase individual well-being, personal productivity and organizational effectiveness through people-led, technology-enabled services. Put simply: our goal is to help people work smarter and delight in doing it.

Our experience offering connects employees to their environments - via technology, amenities, and communities that matter the most. Host's scalable product suite includes concierge-quality services provided by talented CBRE "hosts"; world-class customer service training and certification; and a powerful, enterprise-grade technology platform.

The platform, which can be tailored to specific client requirements, features a robust mobile experience that allows users to navigate the workplace, schedule meetings with colleagues, reserve workspaces, use food and beverage services, and access building and concierge services.

Find out more

Keywords: CBRE, New York , Customer Experience Service Manager, Executive , New York, New York

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