Business Support, Customer Service

Job Summary

This role provides comprehensive business support and exceptional customer service as the primary point of contact for facility operations. The role combines administrative coordination with customer-focused service delivery, ensuring stakeholders receive timely, professional assistance with all facility-related needs.

Responsibilities

• Maintain the highest standards of customer service by responding promptly and professionally to incoming calls, emails, and web requests from diverse stakeholders, ensuring every interaction reflects JLL's commitment to excellence.
• Monitor various technology systems supporting facility operations, responding to triggered alerts, and taking appropriate action to address issues before they impact building occupants.
• Create and dispatch work orders accurately using multiple work request applications, tracking assignments to completion, and following up to ensure customer satisfaction.
• Research required information using available resources, route calls and requests to appropriate team members, and complete all assigned callbacks in a timely, thorough manner.
• Identify and escalate priority and emergency issues through established protocols while maintaining professionalism and calm composure during stressful situations.
• Monitor telephony queue time data and individual productivity statistics to maximize efficiency, maintain performance metrics, and consistently meet or exceed service level standards.
• Complete precise data entry across multiple platforms while adhering to business unit and client-driven standards that ensure accurate documentation and seamless information flow.
• Identify areas of opportunity within processes and utilize knowledge and skills to suggest improvements that enhance customer experience, operational efficiency, and service quality.

Requirements

• Associate's degree in facilities management, building operations, business administration, customer service, or other related field.
• Superior customer service skills and orientation with demonstrated ability to maintain professionalism at all times, particularly under stressful situations and time constraints.
• Proficiency in Microsoft Office Suite with strong written, verbal, and interpersonal communication skills that facilitate positive customer interactions.
• Strong organizational and time management abilities with proven capacity to multitask, prioritize competing demands, and work effectively without direct supervision.
• Detail-oriented approach with strong analytical ability to assess situations, make sound decisions, and ensure accurate information management.
• Collaborative work style with ability to function effectively in a dynamic team environment while also working independently to meet individual performance goals.

Preferred Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience in business administration, customer service, facilities management, or related disciplines.
• 2+ years of experience in facility or property administration, customer service, call center operations, or business support roles within corporate or commercial environments.
• Experience working with computerized maintenance management systems (CMMS), work order platforms, and CRM tools with demonstrated ability to learn new technologies quickly.
• Proven track record in customer-facing roles with metrics demonstrating consistent achievement of satisfaction scores, response times, and productivity standards.
• Experience identifying process improvements and implementing customer service enhancements that increase satisfaction, reduce resolution times, or improve operational workflows.
• Strong ability to plan and manage work under time constraints, handle high-volume request environments, and maintain service quality during peak demand periods.