Customer Service Representative

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.   

Customer Service Representative-JLL

What this job involves:

As a Customer Service Representative at JLL, you'll serve as the essential connection between client facilities and our facilities and engineering teams. This role centers on managing incoming calls, processing work orders through Corrigo, and ensuring every service request receives prompt attention and resolution. You'll be responsible for maintaining excellent customer service standards while navigating multiple work request applications and adhering to strict confidentiality protocols for patient privacy. We believe the most effective teams are built when everyone is empowered to thrive, and this position offers you the opportunity to develop expertise in facilities coordination while making a direct impact on operational excellence. Your ability to manage high call volumes, follow urgent escalation procedures, and monitor productivity metrics will be crucial to success. Working in a collaborative call center environment, you'll ensure all service requests are dispatched properly and clients receive timely feedback on work order status.

What your day-to-day will look like:

• Answer all incoming calls from client facilities, perform appropriate functions, and verify/update call center documents

• Process facilities and engineering work orders through Corrigo, ensuring To Do's are monitored continuously and work orders are dispatched properly and immediately

• Follow the escalation process for all urgent and emergency work orders or related service needs to ensure timely resolution

• Complete data entry using multiple work request applications, including recording customer interactions, transactions, comments, and complaints

• Respond to and follow through on requests for information by completing research using available resources

• Continually monitor telephone queue time data to maximize productivity and meet performance metrics

• Maintain vigilant awareness of client requirements for confidentiality and privacy in all communications

Required qualifications:

• High School Diploma or GED

• 1+ years of applicable working experience in a call center environment

• Ability to smoothly operate Windows OS desktop computer for extended periods

• Competent knowledge and functioning using WebEx and Microsoft Office Suite tools (MS Teams, Excel, Word, SharePoint, OneDrive)

• Proficiency with Corrigo work order management system

• Experience with Genesys Cloud or similar call center software

• Excellent customer service skills with professional communication abilities

Preferred qualifications:

• Associate or Bachelor's degree

• Previous experience in a service dispatch or facilities coordination position

• Experience with multiple work request or ticketing system applications

• Demonstrated ability to suggest process improvements and efficiency enhancements

• Background in facilities management or engineering service coordination

Schedule: M-F 8:30- 5:30

Location: Richmond,VA

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

32,700.00 – 40,000.00 USD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

Remote –Richmond, VA

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 recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company