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Customer Service Representative
Jll
JLL provides professional services in real estate and investment management worldwide.
Primary contact for facility ops, managing service requests, resource scheduling, and support.
4d ago
Junior (1-3 years)
Full Time
Warren, MI
Onsite
Company Size
102,000 Employees
Service Specialisms
Construction services
Project Management
Consulting
Engineering
Architecture
Property Development
Design
Technical Services
Sector Specialisms
Industrial
Energy
Infrastructure
Buildings
Residential
Commercial
Water Resources
Heavy Civil
Role
What you would be doing
service requests
resource scheduling
information hub
client liaison
employee training
compliance monitoring
Training & Development: Assist with onboarding and training new employees on processes and procedures
Meet all compliance requirements including average talk time, after-call work (ACW), self-serve utilization, error rates, and RONA standards
Emergency Response: Participate in evacuation drills, take shelter procedures, and emergency response protocols
Complete all scheduled training requirements within designated timeframes
Service Request Management: Process service requests efficiently through creation, updates, closure, queuing, and email communications in accordance with SLA requirements
Resource Coordination: Schedule and manage shared resources to optimize facility operations and occupant satisfaction
Information Hub: Serve as primary reference point for site information, directing occupants to appropriate resources and maintaining current knowledge of facility operations
Relationship Management: Support Property Relationship Leads (PRL) with client communications and facility coordination
Project Support: Provide assistance with special projects and initiatives as assigned
Maintain customer satisfaction scores and response time objectives
What you bring
high school
bilingual
microsoft office
work order
facilities management
system administration
High school diploma or equivalent
Bilingual capabilities
Strong verbal and written communication skills
Proficiency in computer systems, databases, and Microsoft Office Suite
Previous training or mentoring experience
Familiarity with emergency response procedures
Experience with work order management systems
Professional phone etiquette and customer service orientation
Knowledge of building systems and maintenance processes
System Administration: Maintain proficiency in key systems and applications including websites, databases, and metrics platforms
1-2 years of customer service or administrative experience
Detail-oriented with strong organizational skills
Experience in facilities management or property operations
Ability to multitask and prioritize in fast-paced environment
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