CBRE | FacilitySource provides an innovative, technology-driven, single-source facility management and support solution to leading brands across North America. CBRE | FacilitySource maintains the industry’s largest and most reliable data repository to provide business intelligence, transparency, flexibility, support and the Elite Network of Service Providers to save clients’ money and get the most out of their facilities while offering peace of mind. Established in 2005, FacilitySource was acquired in 2018 by CBRE Group, Inc., the largest commercial real estate services and investment firm in the world. For more information, visit https://facilitysource.com.
“Thank you for calling CBRE | FacilitySource. This is Diasha. How may I help you?” Diasha, a Customer Service Representative, said as she answered a phone call from a client. This phone call was one of approximately 60 phone calls Diasha receives a day regarding facilities management work orders.
Within 30 seconds, Diasha completed the call. The call was from a client who was requesting an update on an already-existing work order. During the call, she confirmed the work order number, confirmed the store address, and gave the client an update on the work order.
“My favorite thing about customer service is making people happy and making people satisfied,” Diasha said after she hung up the call. “I love helping people.”
Diasha is one of more than 200 Customer Service Representatives working at CBRE | FacilitySource. The company has support centers in Columbus, Ohio, Phoenix, Arizona, and Charlotte, North Carolina. At CBRE | FacilitySource, Customer Service Representatives are responsible for being the first point-of-contact for clients when they need to submit a work order request. When a client calls, a representative creates a work order, asks probing questions to fully understand the maintenance issue, and works to dispatch a service provider to complete the job.
“Having a great customer service team is extremely important for a facilities management,” Diasha said. “By having a strong customer service team backing a business, the client’s business will run smoothly. It’s great to have someone to call to when something goes wrong in a facility.”
The Importance of Customer Service in Facilities Management
Being in customer service is recognizably a tough job to have, as representatives sometimes must talk to angry customers, deal with difficult problems, and be on the phone for hours at a time. But, having strong customer service, especially in facilities management, is extremely important. In fact, according to Signius Communications, 71% of customers end a business relationship because of poor customer service. In a similar study regarding what qualities of an individual expects out of a customer service representative, they expect efficiency, courtesy, and for the representative to be human.
How CBRE | FacilitySource Hustles to Provide Optimal Client Experience Through Customer Service
At CBRE | FacilitySource, we believe we have the best Support Center Team in the industry. Our dedicated Customer Service Representatives work hard to ensure our clients are happy and that their facilities are UP. AND RUNNING.
Our Customer Service Representatives:
- Are available 24 hours a day/ 7 days a week/ 365 days a year
- Answer approximately 1.75 million phone calls a year
- Make 71.2 Million work order actions annually
- Receive ongoing career development and trade education
- Deliver the best KPI’s in the industry
To learn more about what our Customer Service Representatives do in our Support Center, check out the video below:
About CBRE | FacilitySource