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Customer Service Representative - Onsite - Second Shift (3:00 PM - 11:30 PM)

CBRE • Full-time • Fort Worth, TX, US • 4w ago

Customer Service Representative - Onsite - Second Shift (3:00 PM - 11:30 PM)

Job ID

237447

Posted

12-Sep-2025

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Customer Service

Location(s)

Dallas - Texas - United States of America, Fort Worth - Texas - United States of America, Richardson - Texas - United States of America

Job Summary:

This onsite position provides exceptional customer service by responding to inquiries, addressing concerns, and resolving issues related to facility-related services. The role involves handling customer interactions via phone, chat, email, and online requests, ensuring a positive and efficient experience for all customers.

Essential Duties and Responsibilities:

Customer Interaction & Service Delivery:
Serve as the primary point of contact for customers, answering incoming service requests from all business units.
Provide information about products and services, and effectively handle and resolve complaints.
Respond to customer inquiries and concerns in a timely and professional manner.
Follow up with customers to ensure satisfaction with service resolution.
Coordinate services within the access center, connecting customers with appropriate resources.
Handle complaints and resolve any problems that customers may encounter.

Work Order Management & Scheduling:

Generate and dispatch service request work orders to vendors.
Schedule conference rooms and audio-visual equipment as needed.

Data Management & Reporting:

Update the Computer Maintenance Management System (CMMS), customer service database, and spreadsheets with accurate service information.
Maintain accurate records of customer interactions, track issues and resolutions, and enter data into customer relationship management (CRM) systems for analysis and reporting.
Run, review, and distribute various customer service reports as necessary.

Training & Support:

May assist with the training of new hires and temporary employees on CMMS, customer service database, email, Live Chat, and Call Center procedures.
Provide informal technical guidance and/or training to co-workers.

Collaboration & Continuous Improvement:

Collaborate with team members and departments to ensure seamless service delivery.
Share customer feedback and insights to improve processes and offerings.
Identify opportunities for process improvements and contribute to developing enhanced customer service strategies.

Other Responsibilities:

Other duties may be assigned as needed to support customer service operations.

Supervisory Responsibilities:

None

Qualifications:

Education & Experience: High school diploma or general education degree (GED) required. Minimum two years of related experience. Call Center experience preferred.
Skills & Abilities:
Strong communication skills (written and verbal).
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.
Intermediate knowledge of Microsoft Office Suite products.
Ability to type 45-50 WPM.
Ability to calculate simple figures such as percentages.
Ability to understand and carry out general instructions in standard situations.
Basic analytical and problem-solving skills.
Certifications & Licenses: None
Customer-Focused Mindset: Demonstrates a commitment to providing excellent customer service and ensuring customer satisfaction.

Scope of Responsibility:

Decisions are made with a general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause a short-term impact on co-workers and the supervisor.

Additional Information:

Work Schedule: This is an onsite position on the second shift, working from 3:00 PM to 11:30 PM.

Authorization: Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

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 recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

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