Job Information
CBRE Workplace Services Lead in Heredia, Costa Rica
Workplace Services Lead
Job ID
142158
Posted
30-Nov-2023
Service line
Advisory Segment
Role type
Full-time
Areas of Interest
Construction, Consulting, Customer Service
Location(s)
Heredia - Heredia - Costa Rica, San Jose - San Jose - Costa Rica
SUMMARY
As both a leader of and contributor of the team fulfilling support services, the Services Lead is the subject matter expert and daily point of contact for both clients and team members. Exemplary customer service, criticalthinkingandproblem-solvingskills, as well as the ability to prioritize, are keys to success in this position.The nature of the position also requires an ability to communicate clearly on a variety ofdifferent levels, both externally andinternallyand may include managing special projects.
ESSENTIAL DUTIES AND RESPONSIBILITES
The essential duties and responsibilities include the following. Other duties and responsibilities may be assigned to meet business needs.
Become familiar withBuildingi’score business and operations as well as the operations of the services provided to our clients
Desire and ability to work as part of a teamto effectively collaborateand contribute to the services being deliveredto clients
Mentor and manageothersthrough influence the various teams supporting the work ofmultipleservice desksacross multiple timezones, cultures & geographies
Providedirectionandmakequick judgment callsin accordance withthebest interests of the business, employeesand in alignment with client expectations
Monitorsupportrequestsand provideguidanceto the team processing and managingthoserequests tomaintaina95% (or higher) Service Level Agreement compliance
Updateandmanageoperating procedures playbooks &process documentationand effectively communicate any changes to the team
Analyzeapplicablemetrics and communicate findings toappropriate stakeholders
Develop and conductinternaldepartmentandclient-focusedtraining as needed
Define andapplyquality assurance on deliverables and provide best practiceconsulting as needed
Serve as the point of escalation for business critical or multifaceted issues ensuring they are handled in a consistent,timely,and professional manner
Take ownership of assigned / escalated support requests, providing solutions, troubleshooting, guidance to ensure resolution is obtained
Strong presentation, verbal,and written communication skills
Ability toanticipateand understand the emerging needs of clientsand communicate effectively to meetevolving client requests
Ability toestablishand maintain effective relationships with coworkers and customers to gain their trust, includingexperience leading by example
Ability to think criticallyto solve difficult problems with effective solutions
Ability to realize operating leverage through process improvement, gainingcapacityfor value-added work
Proven ability to handle complex issues, delivering on time and within budget
Strong relationship building and stakeholder management skills
With Buildingi support,acquireandmaintainrelevant certifications, trainings, skill development relevant to primary service focus andmaintainknowledge of current or emerging technologies within primary field or service area
Other duties and responsibilities may be assigned to meet business and other technical-related subject-matter-expertise areas in which your knowledge can be used toassista client
EDUCATION and / or EXPERIENCE
Associates Degreeor equivalent combination of technical training and/orthree to five yearsrelatedexperiencein related field
Customer serviceand talent leadershipexperiencepreferred
LANGUAGE SKILLS
Oral and written Englishrequired
Ability to effectively present information and respond to questions both written and orally
TECHNOLOGY SKILLS
- Excellent knowledge and ability tooperatea computer using e-mail, spreadsheets, and either Google tools or Microsoft Office software.
Personal Characteristics
Must be self-motivated, detail-orientedand extremely organized with a proven ability toestablishpriorities and execute to achieve results. Must be able to work both independently and well within a team environment across multiple time zones. Displays integrity with a proactive approach to solving problems.
Consultative and curious mindset with the ability to handle ambiguity and ask solution-minded questions.
Shared philosophy withBuildingi’sGuiding Principles ofDo GoodWork, Create Success, Always Grow, and Be Great People
PHYSICAL DEMANDS
- While performing the duties of this job, the employeeis regularly required tosit;use hands to finger, handle or feel; and reach with hands and arms. The employee isfrequentlyrequired to talk orhear. Substantial time is spent working on a personal computer.
WORK ENVIRONMENT
- Work is performed remotely inemployee’shome office and/or in a normal office environment with minimal exposure to health or safety hazards. The noise level is usually moderate.
CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)