Customer Service Manager

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PROGRAM DESCRIPTION

The Commute & Transportation Services team manages transportation planning and transportation demand management (TDM) programs for a large Puget Sound campus and corporate office facilities across North America. The team is dedicated to providing employees with a variety of innovative transportation options that reduce their reliance on driving alone.

JOB SUMMARY

The Customer Service Manager will be responsible for developing a best-in-class, employee facing communications and customer service program for a large corporate client. This position will work closely with the Commute and Transportation Services Director and will supervise a small team of Customer Service Representatives. This team will develop and manage all front-line communications related to commuting, ensuring helpful, friendly, timely and accurate delivery of information.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manage and lead a team of customer service representatives in the development of a best-in-class customer service program. Develop and maintain best practices for effectively communicating commute options to employees, contributing to the program’s overall goal of reducing drive-alone commute trips.

Coach and develop all team members to become SMEs in all things related to employee commuting.

Using quantitative measures, including Microsoft Bells and Whistles, track and report on data related to email response time, completion and accuracy. Ensure email response times meet targets of SLA.

Manage and respond to high-visibility escalations in a fast-paced and demanding environment.

Develop communication templates and best practices for communicating through various communication channels. Conduct ongoing training and review to ensure communication best

practices are followed.

Develop a program for creating individualized commute plans for employees.

Develop and maintain comprehensive, accurate, and coherent intranet content and other communications.

Manage a program that distributes transit passes and parking fobs to employees. Use quantitative measures to ensure metrics are tracked, program targets are met, and the program passes all internal and external audits.

Develop and grow an employee engagement program, including transportation fairs, tabling events and marketing collateral.

Partner with internal teams to understand and communicate all commute-related benefits and subsidies. Develop creative ways to disseminate information and ensure employees are aware of their benefits.

Develop an understanding of WageWorks and other commute benefit platforms and ensure content integration with client systems and platforms.

ADDITIONAL SUPERVISORY RESPONSIBILITIES

Perform formal supervision to a small team of employees.

Recommend staff recruitment, selection, promotion, advancement, corrective action and termination as needed.

Plan and monitor appropriate staffing levels and utilization of labor, including overtime.

Prepare and deliver performance appraisal for staff.

Mentor and coach team members to further develop competencies.

Lead by example and model behaviors that are consistent with CBRE’s RISE values.

QUALIFICATIONS

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

Enthusiasm for / interest in sustainable transportation

BA/BS in sustainability, communications, business, hospitality, or related field

5 years of experience working in transportation demand management,

communications, customer service or related field where relevant skills

can be demonstrated

Program management and program development experience

Demonstrated ability to coach and manage a team, and provide leadership that

inspires a team to excel in a demanding environment.

Intellectual curiosity and a desire for continuous improvement

CERTIFICATES AND/OR LICENSES

None required.

COMMUNICATION SKILLS

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.

Demonstrated ability to draft clear communications and communications plans

Experience building consensus across a diverse range of stakeholders and driving

complex, cross-functional programs forward in a fast-paced, visible, and client-facing environment.

Strong public speaking skills and the ability to lead short but effective meetings

FINANCIAL KNOWLEDGE

Requires general knowledge of financial terms and principles. Ability to

calculate intermediate figures such as percentages, discounts, and

commissions.

REASONING ABILITY

Ability to comprehend, analyze, and interpret complex documents. Ability to

solve problems involving several options in situations. Requires

advanced analytical and quantitative skills.

OTHER SKILLS AND/OR ABILITIES

Intermediate proficiency in Microsoft Office Suite, including Excel and Bells & Whistles

ADDITIONAL SCOPE OF RESPONSIBILITY

Decisions made with thorough understanding of procedures, company policies, and

business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment

may cause short-term impact to co-workers, supervisor, and the Client.

Must reflect the CBRE RISE values (Respect, Integrity, Service,

Excellence) in all daily working practices.

US Company Profile

About CBRE (NYSE: CBRE): At CBRE, you are empowered to take your career path into your own hands. Enjoy workplace flexibility in a global organization with tremendous scale. Work in an inclusive and collaborative environment with supportive teammates. Come experience the employee advantage at CBRE.

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.

As a Fortune 500 worldwide leader in real estate services, CBRE’s more than 90,000 professionals provide exceptional outcomes for clients in over approximately 480 offices worldwide.  When it comes to real estate, CBRE sees potential everywhere. We turn scale into strength, expense into performance, and property into prosperity. Visit cbre.us.

Company info

Inspection & Valuation International, Inc.
Website : http://www.ivi-intl.com/