Description
client support
service audits
data reporting
risk management
process improvement
reception
The Community Leader role focuses on delivering exceptional client experiences through proactive communication, high‑touch service, and strong engagement across a select property portfolio. Acting as the primary liaison between JLL, service partners, and clients, you will maintain a visible presence in the workplace to anticipate needs and exceed expectations. The position requires daily interaction with employees, overseeing workstation readiness, and ensuring service standards are met. Collaboration with cross‑functional teams—including facilities management, engineering, transactions, and projects—is essential to success.
- Serve as the initial point of contact for all client employee inquiries, issues, troubleshooting, compliments, and feedback related to workplace services
- Spend a minimum of two hours daily welcoming employees at reception/entrances and conducting floor walks to ensure workspaces are properly stocked and maintained
- Receive and respond to all requests or issues within one day, including personal follow‑up to ensure complete resolution
- Conduct routine walkthroughs and assessments of soft service delivery to ensure compliance with SLAs, policies, and performance metrics
- Work collaboratively within the account team to deliver services across all business lines (FM, Engineering, Transactions, Projects)
- Ensure IFM Human Experience services (reception, AV, food services, mail/print, conference services, fitness centers) meet professional standards and compliance requirements
- Support data collection, analysis, and reporting to align with client goals and objectives
- Identify potential risks and escalate appropriately to prevent privacy breaches, security incidents, or operational disruptions
- Engage in continuous improvement initiatives by leveraging business intelligence, adopting best practices, and participating in process development
Requirements
bachelor's
customer service
microsoft office
hospitality
communication
time management
JLL empowers employees to shape a brighter way by combining world‑class services, advisory, and technology to create a better future for real estate. The company is committed to hiring top talent, fostering meaningful careers, and providing a sense of belonging for all team members. Whether you have deep commercial‑real‑estate experience, skilled‑trade expertise, or technology backgrounds, JLL invites you to join its mission.
This position is based on‑site in Charlotte, North Carolina. JLL does not offer visa sponsorship, so candidates must be authorized to work in the United States without employer sponsorship. The role demands a bachelor’s degree or equivalent and a passion for hospitality‑driven customer service.
- Bachelor's degree or equivalent
- Exceptional customer service skills with a passion for hospitality
- Ability to manage multiple priorities and deliver results in a fast‑paced environment
- Highly collaborative with strong interpersonal skills and a proven track record of excellent internal and external customer service
- Ability to work independently with strong prioritization and time‑management skills
- Excellent verbal and written communication skills with professional communication ability
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook)
- 3-5 years prior experience in hospitality, facility/property management, operations, or knowledge of commercial real estate (preferred)
Benefits
Employees enjoy a comprehensive benefits package that supports mental, physical, and emotional wellbeing, including a 401(k) plan with company matching, full medical, dental and vision coverage, and paid parental leave at 100% salary. Additional perks feature paid time off, company holidays, early wage access through Daily Pay, and a supportive culture that values work‑life balance. JLL also provides resources for continuous improvement and professional development.
- 401(k) plan with matching company contributions
- Comprehensive medical, dental, and vision care
- Paid parental leave at 100% of salary
- Paid time off and company holidays
- Early access to earned wages through Daily Pay
Training + Development
Information not given or found
