Customer Service Manager

CBRE; Frankfort (KY); Remote; USD 65,000 - 70,000; Full time

Job summary

A leading real estate services firm is seeking a Customer Service Manager to oversee a remote team. Responsibilities include supervising staff, managing customer inquiries, and enhancing team efficiency. Candidates should have a Bachelor's Degree and relevant experience in leadership and customer service. Competitive salary from $65,000 to $70,000 annually, with bonus eligibility.

Qualifications

• Minimum 3-5 years relevant experience.
• Experience in performance measurement and retention.
• Ability to handle sensitive information.
• Skills to motivate team impact on job quality.

Responsibilities

• Supervise and train customer service team.
• Manage daily activities and team schedules.
• Improve efficiency of team operations.
• Resolve complex customer inquiries and complaints.

Skills

Staffing and selection

Coaching and mentoring

Leadership skills

Microsoft Office proficiency

Organizational skills

Advanced math skills

Education

Bachelor's Degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Overview

Customer Service Manager

Job ID 236855

Posted 16-Sep-2025

Service line: GWS Segment | Role type: Full-time

Areas of Interest: Customer Service

Location(s): Remote - US - United States of America

About the Role: This is a fully remote, South/East region preferred. Starting with 4-5 direct reports with growth up to 12. 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.

Responsibilities

• 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.

• 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 expectations, 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 it 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.

Qualifications

• Bachelor\'s Degree preferred with 3-5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.

• Experience in staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention preferred.

• Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems.

• Leadership skills to motivate team impact on quality, efficiency, and effectiveness of the job discipline and department.

• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.

• Extensive organizational skills with a strong inquisitive mindset.

• Advanced math skills. Ability to calculate difficult figures such as percentages, fractions, and other financial-related calculations.

Compensation and Benefits

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Customer Service Manager position is $65,000 annually with bonus eligibility and the maximum salary for the position is $70,000 annually with bonus eligibility. 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.

Equal Opportunity and Accommodations

Equal Employment Opportunity: CBRE has 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.

Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at [e-mail] or via telephone at [phone] (U.S.) and [phone] (Canada).

CBRE GWS

CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry\'s most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.

Find out more (https://www.cbre.com/real-estate-services/directory/global-workplace-solutions)

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)