ROLE: One Call Representative – External Call Taker
In search of an enthusiastic, driven, and proven hospitality professional to serve as a key member of our One Call team on client site in the Portland area. The One Call team serves as facilities support to a broad and scalable service model, interfacing across the organization, and integrating with all other Workplace Design + Connectivity (WD+C) services to ensure timely and seamless delivery of amazing outcomes. Not your average call center, the One Call team is all about supporting the varied world WD+C, responding to a wide variety of on-site requests, and creatively exceeding expectations. The graceful hosts of a dynamic environment, the One Call team will anticipate and tackle challenges before they arise to elevate the ability of individuals to deliver the experiences that move teams forward while bringing delight to the work space.
As a One Call Representative, you will focus on providing services which help ensure a safe, healthy, effective and efficient work environment and preserving the Client's investment in their structures and facilities.
You will answer calls and respond to email requests by researching issues related to the core WD+C departments supported by One Call (Custodial, Food Services, Mail + Package, Maintenance, Materials Handling, Space Planning, Security, Transportation, etc.). You will work independently, organizing workload with accurate results and attention to detail. You will provide solutions to moderately complex or infrequently occurring problems by using existing procedures. You may help develop and maintain knowledgebase, using stakeholder input for consistent and accurate information.
You will communicate, clarify and coordinate with customers to properly create and complete work orders. Moreover, you will work closely with One Call leadership to ensure the work requests are completed with quality results and customer satisfaction.
You will create/update excel spreadsheets for operational volumes and statistics. You will perform miscellaneous and general projects as needed. You will also maintain working knowledge of department policies, procedures and systems and have confidence in communicating these procedures with customers. You will support and encourage a team environment that reflects a positive atmosphere.
You will monitor and analyze data, trends; make suggestions for process improvement, changes to maximize efficiency and accountability and report quality issues/concerns to leadership team.
You will also be responsible for receiving and directing incoming external calls to appropriate personnel and voicemail.
You will be part of a larger team that will cross train on a variety of duties including work order creation and follow-up, internal call taking, projects, process improvements, etc.
You must be flexible and understand that both teams will be responsible for covering each other's roles, when necessary.
What you do: Responsibilities and essential job functions include but are not limited to the following:
You Create Great Impressions through:
Active engagement with all who call and email with a special emphasis on customer service.
Building relationships that enhance knowledge of employees and the business.
Communication and diligent preparation for all services, working with partners and ensuring value, impact, and mission alignment as well as execution without incident.
Proactively communicating through multiple channels to bring information to coworkers and vendors, before they have to ask.
Tirelessly creating opportunities for you and others to find enjoyment in the minor and major workplace moments.
Remaining calm during potential difficult interactions.
Your ability to listen attentively, gather detailed information and remain even-tempered during potential threatening situations.
You Create Great Outcomes through:
Actively responding to requests from the broader WD+C team through a variety of channels,
Utilizing Outlook, Excel and Word to clarify, collaborate and complete a broad range of requests made to One Call.
Maintaining the One Call space and equipment and reporting on materials needs and requirements as established by CBRE leadership.
Actively applying standards of service to meet and exceed expectations and tirelessly seeking opportunities to improve efficiencies and outcomes.
You Create Delight through:
Studied and intuitive anticipation of employee and team needs, coupled with a proactive approach to supporting seamless experiences across both internal and external platforms.
Building community from the inside out and proactively engaging with the broader organization to make the workplace THE place for employees to connect and grow.
Making connections to support all who enter the workplace and tirelessly seeking new ways to surpass employee expectations of how the workplace can support them.
No formal supervisory responsibilities in this position.
Where You've Been:
Working in customer service, hospitality or a similar service field for two years or more.
Partnering with facilities, food services, security, and technology leaders.
Working with other service teams across the organization.
Proving that expectations are meant to be exceeded.
Fueling curiosity towards the benefits of proven client outcomes.
Exercising personal growth and leadership, written/verbal communication and interpersonal skills.
Using standard and advanced software systems.
Seeking and enjoying the best life has to offer you and all around you.
High School diploma, GED or equivalent required.
Intermediate knowledge of Outlook, MS Word, Windows, Excel applications required.
Demonstrate a consistent positive attitude in all situations.
Controlled positive tone and demeanor.
Must be able to type at least 35 wpm.
Experienced with voicemail and electronic mail systems.
Strong verbal and written communication skills including the ability to read, speak, write and understand written and verbal English over the telephone and in person.
Minimum of 2 years customer service experience required.
Ability to work with a wide variety of diverse personalities and skilled at interacting with all levels of management in a professional manner including the ability handle challenging customers.
Ability to tolerate continuously changing situations.
Ability to take initiative as projects and tasks are assigned.
Ability to manage and prioritize multiple tasks.
General understanding of facilities operations, including mechanical, logistical and operational systems preferred.
Occasionally engaging with (lifting, pushing, pulling) packages weighing up to 25lbs.
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. Minimum 2 years of related experience.
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 effectively present information to an internal department and/or large groups of employees.
Requires basic knowledge of financial terms and principles. 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.
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.
Internal Number: 19000685
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.