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)