Customer Service Associate

CBRE Group, Inc.; San Francisco (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

CBRE Group, Inc. in San Francisco seeks a Customer Service Associate to guide a team resolving day-to-day and escalated issues. The role follows a Wednesday–Sunday schedule, 8:00 AM to 4:30 PM, supporting end-to-end customer inquiries with professionalism.

You will handle requests via phone, chat, email, and online forms, dispatch work orders, ensure data accuracy across systems, and train new hires while analyzing data to improve processes.

Qualifications

• Respond to customer inquiries with professionalism and empathy.
• Coordinate with cross-functional teams to resolve escalated issues.
• Maintain accurate records in service databases and spreadsheets.

Responsibilities

• Answer incoming service requests via phone, chat, email & online requests.
• Dispatch service request work orders for completion by vendors.
• Verify company systems, customer service databases, and spreadsheets are accurate and updated.
• Contact the customer for information and communicate steps in the work order process.
• Run, review, and distribute various customer service reports.
• Assist with training of new hires and temporary employees; provide guidance to junior associates.
• Gather and analyze data to identify and solve complex problems; suggest improvements.

Job description

About the Role:

As a CBRE Customer Service Associate, you will guide the team responsible for assigning tasks related to resolving complex day-to-day and escalated issues.

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. The schedule is Wednesday - Sunday, 8 AM to 4:30 PM.

What You'll Do:

• Answer incoming service requests, via phone, chat, email & online requests. Point of contact for all escalated customer inquiries and concerns.
• Dispatch service request work orders for completion by vendors.
• Verify company systems, customer service databases, and spreadsheets are accurate and being updated frequently.
• Contact the customer for information and communicate the steps in the work order process.
• Run, review, and distribute various customer service reports, as necessary.
• Assist with the training of new hires and temporary employees. Provide technical guidance and training to junior associates.
• Gather and analyze data to identify and solve complex problems that arise with little or no precedent. May recommend new techniques.
• Impact own team and other teams whose work activities are closely related.
• Suggest improvements to existing processes and solutions to improve the efficiency of the team.