Call Center Analyst

JLL empowers you to shape a brighter way.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
What this job involves:
This is an opportunity for a customer service professional who can handle diverse caller interactions efficiently and professionally. You will join a call center team serving as the first point of contact for callers, responsible for answering calls within a 60-second service level agreement, assessing caller needs, and determining the appropriate response path. You will assess each call to determine the appropriate response—whether that involves routing callers to the right department or support channel, verifying caller identity before providing information directly, handling emergency situations, or managing requests from government agencies and external parties. Your ability to quickly evaluate caller needs, assess urgency, and take appropriate action is essential to success in this role. You will report directly to the Call Center Manager and work alongside them as they handle calls while also providing leadership and support.
What your day-to-day will look like:
Answer inbound calls within the 60-second SLA, responding professionally while quickly assessing the nature of each inquiry and determining the appropriate response path
Route callers to appropriate resources, primarily connecting them to Customer Service or HR/Employee Resource Center based on their needs, and directing them to specialized support channels not easily accessible through public search
Handle emergency calls from Fulfillment Center employees, assessing urgency and taking immediate appropriate action to ensure employee safety and operational response
Manage government agency requests, including calls regarding OSHA inspections, utility work orders, and other official matters, following established protocols to assess legitimacy and route appropriately
Address customer escalations beyond standard channels, evaluating the nature of the concern and connecting callers to appropriate escalation resources
Identify and escalate security threats, recognizing suspicious calls or potential security concerns and immediately notifying your manager and following security protocols
Verify caller identity using internal verification tools and protocols when required before providing requested information or resources directly
Search internal directory and property management systems to locate and email appropriate contacts when government agencies or external parties call regarding building-specific matters
Accurately log and document all caller interactions in the CRM/ticketing system, capturing key details, actions taken, and call categorization
Escalate situations to the Call Center Manager when they require additional authority, involve high-stakes matters, or fall outside standard procedures
Maintain knowledge of internal systems, transfer procedures, and escalation protocols, participating in training and asking questions to ensure accuracy.
Required Qualifications:
1–3 years of experience in a call center or customer service role, with demonstrated ability to handle multiple caller interactions professionally and make sound judgment calls about routing and escalation
Excellent verbal and written communication skills in both English and Spanish, with the ability to listen actively, communicate clearly, and remain calm during high-pressure situations
Strong assessment and problem-solving skills, with the ability to quickly evaluate caller needs, assess urgency and legitimacy, determine appropriate response paths, and recognize when immediate escalation is required
Ability to handle emergency and high-stakes situations, maintaining composure and following protocols when dealing with urgent calls, security concerns, or time-sensitive matters
Comfort with technology and ability to learn new systems quickly, including phone systems, IVR navigation, internal verification and directory tools, and CRM platforms
Strong attention to detail and organizational skills, with the ability to accurately document diverse call types and follow established procedures consistently
Reliability and professional work habits, including punctuality and consistent attendance
High school diploma or equivalent.
Preferred Qualifications:
Previous experience in property management, facilities services, or commercial real estate
Background in emergency response, security operations, or urgent call handling environments
Experience with HR support systems, employee resource centers, or internal employee support routing
Experience using Salesforce, ServiceNow, or similar CRM/ticketing platforms
Additional language skills (e.g., Portuguese)
Call center metrics achievement, such as high customer satisfaction scores, quality assurance ratings, or accurate call routing performance.
Location: On-site
If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!
At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.
JLL is an Equal Opportunity Employer committed to diversity and inclusion. JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maturity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran's status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law.
Location:
On-site –San Jose,CRI
Job Tags:
GREF
If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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