Customer & Tenants Services Supervisor Job ID 217870 Posted 05-May-2025 Service line GWS Segment Role type Full-time Areas of Interest Customer Service, Facilities Management, Property Management Location(s) Toronto - Ontario - Canada **About the Role:** As a CBRE Customer Service Supervisor, you willbe responsible foroverseeing the dispatch function. This job is part of the Tenant and Client servicesjob function. Theyare responsible forproviding end-to-end support to resolve customer inquiries or concerns. **What You’ll Do:** + Develops/maintains working relationship with client, tenants, building operations staff and suppliers/contractors/external service providers to discuss problems, potential solutions and facilitate delivery to tenant service + Manages/coordinates tenant service work requests from client call centre re: day-to-day and emergency HVAC, maintenance, etc.; ensures appropriate information/updates are relayed to client representatives (including SVP, Tenant Relations, client call centre, etc.) in a timely manner. + Directs/manages dispatch function including resourcing of staff; sets priorities and develops/maintains administrative policies/procedures. Provides back-up dispatch support, as required. + Monitors/tracks operational performance statistics; runs CMMS reports; conducts root cause analysis; consolidates data/information into concise business report(s) for management review/action; prepares other operational reports, as requested. + In collaboration with Operations Manages, assesses/determines work request priority to facilitate resolution in an efficient/professional manner. As required, obtains quotes to facilitate work requests. + Utilizes industry best practices/procedures to address work requirements; identifies problem areas, conducts investigations and develops/recommends based on analysis, course of action that may include innovative solutions. + Provides input to building operation decisions by identifying tenant needs. + Manages tenant work order billable process on behalf of client; ensures charge-backs are prepared/tracked in a timely/efficient manner; tracks contracted services and ensures relevant paperwork is maintained/submitted to client and/or internally as required; liaises with external service providers as required. + Develops/maintains processes to track work order progress, action items, inquiries, complaints, problem resolution, etc. to facilitate closure of work requests in accordance with performance-based service agreement. Follows up re: outstanding service requests. + Participates in client meetings re: specific building initiatives; prepares meeting minutes, identifies action items, etc. + Liaises with inventory/stores personnel to ensure a streamlined/efficient approach to work order parts/materials management. + Acts as a resource re: efficient/effective use of client CMMS; trains staff as required. + In collaboration with Operations Manages, identifies/makes recommendations to improve facilities management service delivery. + Provides relief to Customer Service/Dispatcher as required. + Demonstrates an ongoing, continuous learning focus (i.e., an awareness of current skill/knowledge and an acceptance of continuous learning) through courses, networking and/or personal research. + In collaboration with next level management, defines personal skill/competency gap and creates/implements personal/career development plans. + Participates in and supports other duties as assigned. **What You’ll Need:** + 3 - 5 years recent/related work experience in property, project, and/or facilities management. + Post-secondary education in facilities/property management preferred (or equivalent combination of education and experience). + Knowledge of facility operations/maintenance an asset; general knowledge of building systems and related codes/legislation an asset. + General knowledge of health & safety legislation, codes, etc. an asset. + Intermediate level computer skills (such as Microsoft Office suite). + Critical thinking skills with demonstrated analytical/problem solving skills. + Strong customer service orientation/skills; commercial experience an asset. + Demonstrated ability to learn/apply new processes. + Ability to work independently and within a team. + Ability to work in a fast-paced, multiple tenant environment and to apply various tenant specific requirements to individual service request situations. + Demonstrated ability to gather information, accurately assess issues and assign level of priority. + Strong organizational/documentation skills with attention to detail and ability to multi-task and set priorities under tight deadlines. + Proven strengths in: + Tenant Service Orientation – understands/meets service needs + Accountability – results oriented; takes ownership and delivers on commitments + Communication (written and verbal) – clear; concise; tactful; listens actively and objectively; open/consistent communication + Teamwork – works collaboratively with others to achieve common goals while adding value to team + Applicants must be currently authorized to work in Canada without the need for visa sponsorship now or in the future Why CBRE? We lead by example, guided by the needs of the cities we inhabit, the communities we build, and the world we live in. The more perspectives we have, the more dimensionswe’reable to see. A culture of respect, integrity, service, and excellence shapes our approach to every opportunity. Our competitive and comprehensive benefits program was designed to make sure you feel valued with benefits that support the mental, physical, emotional, and financial health of you and your family. Maintain your career momentum with the best tools and training in the industry.You willhave everything you need to thrive in your role: challenging work, dedication to results, fast-paced assignments, and a culture of constant learning. Diversity, equity, and inclusion (DE&I) are more than just values-they area competitive advantage. By crafting a place where our employees are recognized for their contribution and given a chance to grow, we regularly open ourselves and our business opportunities. **Equal Employment Opportunity Statement:** CBRE is an equal opportunity employer who welcomes and encourages application from all persons regardless of race, creed, ancestry, national or ethnic origin, colour, age, religion, sex, sexual orientation, family status, gender identity or expression, disability or any other status or condition protected by applicable federal, provincial or territorial 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 individual 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 Via telephone at +1 866 388 4346 (Canada) and +1 866 225 3099 (U.S.) CBRE GWS CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies. Find out more (https://www.cbre.com/real-estate-services/directory/global-workplace-solutions) CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)