Onsite Customer Service Representative - Second Shift Job ID 237450 Posted 09-Sep-2025 Service line GWS Segment Role type Full-time Areas of Interest Customer Service Location(s) Greenville - Texas - United States of America, Rockwall - Texas - United States of America, Sulphur Springs - Texas - United States of America **Job Summary:** This onsite position is responsible for providing exceptional customer service by responding to inquiries, resolving issues, and ensuring customer satisfaction related to facility-related services. The role involves handling incoming service requests, managing work orders, and providing support to customers via phone, chat, email, and online platforms. This role is critical in ensuring the smooth operation of facility-related services and maintaining a positive customer experience. **Essential Duties and Responsibilities:** + Customer Interaction & Support: + 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. + Act as the main point of contact for customers, addressing inquiries related to their alarm systems, including installation, troubleshooting, and maintenance issues. + Handle customer complaints and service issues effectively, working to resolve problems quickly and maintaining a high level of customer satisfaction. + Provide basic technical support and guidance to customers on how to operate their alarm systems, troubleshoot minor issues, and understand system features. **Work Order Management & Scheduling:** + Generate and dispatch service request work orders to vendors for facility-related issues. + 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. + Run, review, and distribute various customer service reports as necessary. + Compile reports on service performance metrics, such as response times and customer satisfaction levels, to help identify areas for improvement. **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:** + Work closely with installation teams, technical support, and management to ensure customer concerns are addressed and resolved efficiently. + 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. **Emergency Protocols & Safety:** + Familiarize oneself with emergency protocols and procedures, ensuring adherence to safety and operational guidelines during critical situations. + Promote awareness of safety practices and provide educational resources to customers about maximizing the use of their systems. **Other Responsibilities:** Other duties may be assigned as needed to support customer service operations. **Supervisory Responsibilities:** None **Qualifications:** + **Skills & Abilities:** + Excellent communication skills (written and verbal), including the ability to comprehend and interpret instructions, short correspondence, and memos, and ask clarifying questions. + Ability to write routine reports and correspondence. + Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. + Strong customer service and problem-solving skills. + 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 skills. + **Certifications & Licenses:** None + **Customer-Focused Mindset:** Demonstrates a commitment to providing excellent customer service and ensuring customer satisfaction. + **Understanding of alarm technology is a plus.** **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). CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)