Manager, Customer Service
JOB SUMMARY Actively demonstrates commitment to providing excellent customer service and representing JLL's Mission, Values, and Goals in all interactions with internal and external customers. Responsible for supervising all day-to-day aspects of maintenance and advancement of JLL Facilities Service Center Duties and processes as well as all associated supportive processes. Ensuring that all services offered by JLL Facilities Service Center represent consistency in quality of delivery of those services in the areas of: call center support and customer service excellence, facilitation and expeditious communication of all facilities and engineering department work orders, ensuring that all documentation of work orders is consistent and detailed so that satisfactory resolution of work orders is achieved at all times, consistently ensures that customers receive feedback on the expected resolution of all work orders by maintaining an open line of communication with all customers so that customer feedback is utilized as department performance improvement goals at all times for the Facilities & Engineering services. KEY ELEMENTS AND ESSENTIAL TASKSPromotes, maintains, and inspires a positive work environment of trust, respect, and support for all internal/external customers, and staffSupervises the daily office operations and staff to ensure smooth flow, optimal productivity, and ensure that all functions adhere to providing excellent customer service in a Call Center environmentEnsures that all calls to department(s) meet or exceed Call Center standards of ensuring satisfactory customer service Ensures that special needs for a procedure are communicated to the appropriate department(s) and individual(s) in a timely manner.Support/problem solving for perform as communication liaison for both internal and external customersProvides staff with any training pertinent to their job dutiesContinuously demonstrates courtesy, effectiveness, and discretion in all communicationsMeets as needed with staff to promote communication and teamwork regarding adhering to department service center standards, facilitation of work orders, department compliance in established safety practices and department performance improvements, staff behavior, evaluations, and counselingFunctions as effective team member and facilitate processes within the department and organizationAdheres and models all facility policies, procedures and safety practices KNOWLEDGE, SKILLS AND ABILITIESGraduate of a college/trade school program or have a minimum of three years work experience in the customer service industry1 year of hands-on experience in a Call Center environmentDemonstrates excellence in interpersonal relationships and verbal and written communication skillsDemonstrates analytical abilityDemonstrates critical thinking and problem solvingExhibits well developed organizational skills, with demonstrated initiative and judgment in call center standards and a proven record of service excellenceDemonstrates marketing skillsDemonstrates organization and self-discipline with attention to detail and accuracyPossesses a positive and supportive attitude towards all internal and external customersDemonstrates professionalism by appearance, action, self-development, and guest relationsPossesses physical stamina, known to be hard working and able to cope with multiple internal and external pressures About JLL JLL (NYSE: JLL) is a leading professional services firm that specializes in real estate and investment management. A Fortune 500 company, JLL helps real estate owners, occupiers and investors achieve their business ambitions. In 2016, JLL had revenue of $6.8 billion and fee revenue of $5.8 billion and, on behalf of clients, managed 4.4 billion square feet, or 409 million square meters, and completed sales acquisitions and finance transactions of approximately $145 billion. At the end of the second quarter of 2017, JLL had nearly 300 corporate offices, operations in over 80 countries and a global workforce of more than 80,000. As of June 30, 2017, LaSalle Investment Management had $57.6 billion of real estate under asset management. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit www.jll.com. JLL is focused on winning in the marketplace and being the industry leader, executing better than anyone else and innovating to create great products and services. We operate in an atmosphere of excellence, integrity, respect and trust. We bring a sense of teamwork, inclusion and diversity in everything we pursue. Our clients see the results as we address their needs, solve their problems and bring new ideas. As a distinguished market leader, we offer challenging career opportunities in an exciting environment. Our future success as a firm depends on our ability to attract, develop and retain the very best people in the business. Our values define who we are, underscore our commitment to clients and provide direction for everything we do. Our unique culture has been recognized by industry experts and our peers. We are: * A "best company to work for' in multiple locations around the globe, including Chicago, San Francisco, London, Ireland, Shanghai and Hong Kong * World's Most Ethical Companies from Ethisphere Institute for seven consecutive years * America's 100 Most Trustworthy Companies from Forbes Magazine * #1 Top Corporate Real Estate Firm 2013 from Watkins Research Group, Inc. for six consecutive years This partial list of awards demonstrates our record of achievement and our commitment to fostering an award-winning culture. For further information, visit www.jll.com. Information Security Statement Employees are expected, at all times, to perform their responsibilities in accordance with the JLL Code of Business Ethics and the firm's corporate policies. Employees granted access to the firm's information technology are expected to follow the firm's guidance designed to promote best practices for information security, data privacy and the appropriate use of technology systems. JLL is committed to developing and maintaining a diverse workforce, and strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship. Please visit www.JLL.com for additional information on JLL's commitment to equal opportunity.