Customer Service Specialist

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.
Job Posting Title: Customer Service Specialist
Reporting to: Team Manager
Job Summary Position supports a Major Financial Client in Malvern, PA. and will be responsible for monitoring various technology systems supporting facility operations. They will respond to incoming calls, emails, and web requests from various stakeholders, dispatching work orders to the operations teams in a timely manner.
In addition, this individual will actively demonstrate commitment to providing excellent customer service and representing JLL’s Mission, Values, and Goals.
This individual plays an integral part of the facility operations team, monitoring various systems across our operations, responding to triggered alerts, and dispatching work orders to the operations team in a timely manner. They will also respond to incoming calls, emails, and web requests from various stakeholders. In addition, this individual will actively demonstrate commitment to providing excellent customer service and representing JLL’s Mission, Values, and Goals in all interactions with internal and external customers. This individual must be computer savvy, know how to escalate emergency issues, and engage in a collaborative and dynamic work environment.
Job Responsibilities Key Elements and Essential Tasks
§ Answer telephones providing “Best in Class” service.
§ Produce clear and professional email correspondences to our client and facilities management.
§ Dispatch and generate work orders as appropriate. Research required information using available resources.
§ Identify and escalate priority issues.
§ Identify areas of opportunity and utilize skill/knowledge to suggest improvements.
§ Triage and route calls to appropriate resources
§ Complete all assigned callbacks.
§ Monitor telephony queue time data to maximize productivity.
§ Provide accurate, timely client work orders which result in highly satisfied customers.
§ Adhere to the business unit specified client-driven standards.
§ Complete data entry using multiple work request applications.
§ Maintain individual productivity and quality statistics/performance metrics.
§ Strong organizational and management skills
§ Ability to multi-task and work both in a team and independently
§ Ability to function effectively in a dynamic work environment.
§ Excellent interpersonal skills; strong emphasis on customer service
§ Excellent business writing and verbal communications
§ Strong analytical ability
§ Detail-oriented
§ Respond immediately to emergency situations and provide support to remedy the issue.
§ All other duties as assigned.
MINIMUM REQUIRED
§ High School diploma or GED equivalent.
§ 1-3 years’ experience supporting a call center.
§ Excellent written and verbal communication skills
§ Working knowledge of computer applications including Word and Excel
§ Excellent written and verbal communication skills.
§ Time management, multi-tasking, and organization skills with strong attention to detail.
§ Self-starter and must be able to work in a fast paced, high-volume environment.
ADDITIONAL ELIGIBILITY QUALIFICATIONS
• Facility Call Center Environment a plus
• Basic Computing Skills in Outlook, Excel & Word
WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Some travel among campus may be required.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Ability to speak clearly so others can understand you
- Ability to read and understand information presented orally and in writing
- Ability to type quickly to process work orders effectively
- Ability to work long shifts (occasionally over 8 hours)
- Ability to sit for a prolong period.
AAP/EEO STATEMENT
JLL provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated.
OTHER DUTIES
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Location:
On-site –Malvern, PA
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!
Personalized benefits that support personal well-being and growth:
JLL reco